Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried purchasing hydrodermabrasion tips when I bought the hydrofacial machine second hand. And they give me the whole liability issue . When I could buy microdermabrasion tips easily for he same machine. This is definitely a way to make it useless to have a second hand machine.

  

  Business Response

  Date: 06/20/2024

  We understand your frustration. However, we have a policy of identifying the original order to ensure that the device is purchased from us. Please provide the original buyer's name, business name, or order number so we can look it up in the Pour system. Once verified, we will send you tips immediately. 

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21874439
  
  I am rejecting this response because: this machine is only sold by you guys so it makes no sense that you need original purchaser to be able to purchase those tips like I said before how come this doesn't apply to microdermabrasion tips I also buy for the same machine without needing to find the original purchaser? Useless response 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a set of hydrodermabrasion tips on February 14th, 2024 on the glownar website. I purchased a glownar hydrodermabrasion machine second hand and needed additional tips to render my device in working order. On February 16th, 2024 I received a text message from the company, requesting the original order of my machine. As my machine was purchased secondhand, I dont have history of the original order.Glownar proceeds to claim that they require proof of purchase in order to supply additional parts for repair. They subsequently canceled and refunded my order. This goes against Californias right to repair. I an *********** purchase additional parts for my machine as it is my right. This is unacceptable and I want these replacement parts to be sent to me as I paid for them and they had been made available on the website.

  

  Business Response

  Date: 02/17/2024

  We don't sell spare parts if can't confirm the equipment was originally purchased from **. Do you have a name who sold you equipment? We can try to pull the original order by name. Please let us know. We want to help you. 

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Friday, January 6th, 2023 Pg 1 of attachment!Monday Jan 16th, 2023, I informed Junysi by email I was not happy and would be returning the TryHydro.Pg 2 of attachment After no response, I called and spoke with a manger by the name of *******. She asked if I would like to exchange it and I did take some time to think about it. I called back and declined the offer and asked for the return instructions and where to return it.Pg 3 of attachment *******, after going through all this with me, found out I had financed the TryHydro and called me back to explain I could not return it (not I had already began the return process) and I had to pick another machine from their company!I referred back to the company policy I was sent on day one. (pg 1). I had 30 days, I had to return or exchange.And why would the sales lady ******** not explain this?After speaking for hours on the phone between Time Payment and Glownar, I was able to speak with a lady by the name of ***** at Time Payment. She stated that all ******* had to do was send over a letter stating, "Glownar was granting their 30 day return policy and I had return the Machine. Then Time Payment would send it to legal to review to close my account! As of Jan 20, I have had no response to my email (pg 4). Or will they return my phone calls.Time Payment, will not close my account or move forward without the letter from Glownar.I confirmation and video from Glownar they have everything!Yet, Time Payment will not take this information from myself.Thank you for your time!************

  

  Business Response

  Date: 03/15/2023

  Thank you for reaching out with your concern to us. The equipment was leased with *********** is noncancelable as stated in the contract that you signed. As you leased the equipment with a third-party lender, ***********, their return policy applies to your order which is noncancelable. We encourage our customers carefully consider all purchase options before they make buying decision. Please let me us know how we can help you. Your equipment is backed with our 2 year of warranty. We are ready to assist if you have any issues with it.
  

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19577160
  
  I am rejecting this response because: As shown is email responses, I was told they would honor their 30 day return policy. 

  At no time was I told, Leasing the equipment this would cancel out any return policy.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/21/2023

  As we informed you previously, the equipment was leased with *********** is noncancelable as stated in the contract that you signed. As you leased the equipment with a third-party lender, ***********, their policy applies to your order which is noncancelable. We encourage our customers carefully consider all purchase options before they make buying decision. Please let me us know how we can help you. Your equipment is backed with our 2 year of warranty. We are ready to assist if you have any issues with it.

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 10th I purchased a brand new Hydrafacial machine. When it arrived I opened it and set it up as it comes with multiple attachments and very little assembly luckily however the brand new machine was not working so I emailed *************************** who is the Glonar trainer and esthetician of contact. She apologized as she tried texting me and walking me through some simply diagnostics that did not fix the issue so she set up a scheduled tech call where their techs were supposed to call me at 730am to walk me through more. No one called at the scheduled time so I emailed ******** letting her know 20 min passed and I had to run by kids to school before heading into the medspa to take clients. I was asked to ship the broken unit back and I told them I unfortunately did not have the box ?? it came in. A SIMPLE plain box then they tried to argue with me since I didnt have the box the brand new equipment couldnt get a refund without a box so I purchased a box packing peanuts and bubble wrap over 57 bucks to pack it up safely myself and told them that I just wanted a refund after the hassles of trying to fix the machine 2x over the phone (2nd they no showed me) so the gal on the phone said shes understood and asked for me to measure ?? the new box so they can send me a return label. So I did and they sent me a return slip in my email. Then after that was said and done another different Glonar person called me and said they will ship a new one once they receive my old..I said no thank you I wanted my refund at this point its hard getting anyone on the phone and near end of 30days of return on Friday January 27th AFTER speaking to the management THEY on their end canceled a replacement machine and told me and SENT me a email stating I would get my return when they got my old machine.. now they are denying everything and WORST PART they WILL NOT PICK UP THE ***** only text me back. SUPER SHADY! Im left with zero machine at all and they have ***** of mine.

  

  Business Response

  Date: 02/06/2023

  *************************** purchased the Hydroglow Skin Brightening System on January 9th, 2023. Every machine that is purchased through Glownar Aesthetics LLC comes with a manual and a copy of Glownar's return and exchange policy which was emailed to her on 1/11/23 by our trainer, ***************************. Our return policy also listed on our website as part of Terms and Conditions. Glownar Aesthetics LLC also includes one complimentary training class with one of our estheticians to ensure our clients are setting up their machines correctly and using the modalities how they should. *************************** never scheduled training with our estheticians to ensure she was using her machine correctly. 
  
  On January 24th, 2023 via email. The csutomer stated that the Hydrodermabrasion modality was not suctioning and was given troubleshooting steps by trainer *************************** and was given the Glownar's troubleshooting line so she can be provided further assistance if she needed it. ********************* of **************** scheduled a call with Destiny on January 26th @ 10:30 EST and confirmed the call with her the day before to troubleshoot her machine, but Destiny did not get on that call and later emailed *************************** stating that no one called her. 
  
  
  A  shipping label was sent to the customer for exchange only on 1/27/23.  The cusotmer then called us back when the machine was in transit, stating she wanted a refund. The cusotmer sent the equipment back not in the original packaging. ( return instructions were sent to her on 1/11/23)   When we spoke to her over the phone she stated that she discarded the packaging because she had no space. We have spoken to Ms. ***********;on several occasions during this process and sent her our return policy along the way. We told her we could not issue her a refund but were willing to exchange the equipment for her if she continued to have problems with the suction.

  See below our return policy

  "Inspect your return: Ensure all items being sent back are in new, sellable condition within original packaging. All accessories and printed materials provided (like manual and protocols), must be included. If you do not have the original packaging from your purchase, please contact customer support at **************** . You may still be eligible for store credit refund to use for future purchases."

  **************************************************************

  
  

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18954038
  
  I am rejecting this response because: for one they lie-hard core I emailed them after waiting 20 min for the scheduled maintenance call they were supposed to call me and no one did and then they quit answering the phone AFTER  they sent me a return label ??? they also canceled the replacement just hours after they sent me the shipping label to turn my machine they sent to me broken!!!!! How is this at all argumentable in any way. You sent me a broken machine and FAILED to attend the b set up time for maintenance I DO not want to deal with this company every month after how foul they have been they HAVE THE MACHINE AND MY MONEY BOTH!!!! I have nothing just give me my refund so I dont have to deal with these crooks every time I head a refill or maintenance. I cant even load all my emails but if you can me Ill fax the entire series where we set up a mait call and they failed in every way to make this right now its honestly disgusting how they are arguing why would you want me to call you every month?! For more products since I have to use yours?! Im appalled in many ways. Give me back my money you have had the machine over a week and they dont answer the phone I have numerous texts to them and witnesses when I went to my attorney and bank they seen glownar text me while they would not answer a call. Absolutely disgusting behaviors. 

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/13/2023

  We agreed with the customer on mutlual acceptable solution and now working on it through it