ComplaintsforInnovatix Labs by Zero Gravity

• Initial Complaint

  03/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was recently at a professional meeting and purchased a medical device from the company. Before purchasing I asked the associate if I was unsatisfied if I could return the device. He said that my satisfaction was guaranteed and if I was unhappy within a month incould return it. Ive been using the device for pain management (its intended purpose and why I purchased it). And does not work as described. It was purchased to offer as a solution to my own patients. Ive tried it on myself daily for several weeks as well as on team members. When I expressed my dissatisfaction and requested to start the return process I was out in touch with the associates manager. She seemingly was going to help in the process but after multiple days of unanswered messages replied that it was non refundable and because of COVID they wont accept returns. She stated that the receipt says no refunds. I checked after and it does say that. However to be verbally assured I could return the device if not satisfied and then to be handed a receipt that states something else is disceptive. Had I been told that the product was not refundable if not satisfied I would NOT have made the purchase.

  Business response

  03/09/2022

  Hello Megan,
  
  
  First and foremost we apologize for the sales tactics of the sales rep that assisted you, we have no control of the sales reps and their sales tactics. Zero Gravity is the manufacturer of the product ONLY and do not have any corporate owned stores.The only way to purchase directly through Zero Gravity it would be done through the https://www.zerogravityskin.com/ website. If the product you purchased is defective you can reach out to Zero Gravity customer service and will be issued a new device through our warranty program. Zero Gravity has 3rd party retailers which is who you dealt with in purchasing your device and who will be able to issue you a refund since you did not purchase the device through the Zero Gravity website and since Zero Gravity did not receive the sale or the funds and we do not have access to that sale since the sale did not go through our purchasing system but rather the 3rd party retailer..

  Business response

  04/19/2022

  First and foremost we apologize for the sales tactics of the sales rep that assisted you, we have no control of the sales reps and their sales tactics. Zero Gravity is the manufacturer of the product ONLY and do not have any corporate owned stores.The only way to purchase directly through Zero Gravity it would be done through the https://www.zerogravityskin.com/ website. If the product you purchased is defective you can reach out to Zero Gravity customer service and will be issued a new device through our warranty program. Zero Gravity has 3rd party retailers which is who you dealt with in purchasing your device and who will be able to issue you a refund since you did not purchase the device through the Zero Gravity website and since Zero Gravity did not receive the sale or the funds and we do not have access to that sale since the sale did not go through our purchasing system but rather the 3rd party retailer..

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