ComplaintsforPassiflora Beauty, Inc.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a device from them for $636.75 order #*****US ***** tracking #*******-10174018. ***** states it was mispackaged and is lost and no longer being scanned. According to ***** only shipper can file for reimbursement. Tripollar has no phone number and is ignoring my emails. They are responsible for properly packaging and ensuring I receive the item I paid for, but instead theyre ignoring it and Im out the money. I want a refund.

  

  Business response

  05/03/2023

  Please review the attached document detailing the communication between the customer, **************** and the ************ team, as well as confirmation of the order's refund. Our **************** department consists of two people, and we operate via email. Emails are typically responded two within 2 business days, which is disclosed on the website. The customer initially emailed to cancel the order, then emailed an hour later asking ** to disregard the request. A **************** agent responded the following day acknowledging the request. The customer emailed on April 30th asking about the shipment as tracking didn't show any movement. April 30th was a weekend day, and so no one saw her message, as the offices were closed. The **************** hours of operation are also posted on the website. Typically, the customer should expect a response from **************** to that message by the end of the day on May 2nd, per the service levels explained on the website. We do try to respond within 24 hours regardless of what the website says, however **************** was operating at half the staff due to the May 1st bank holiday in ******.

  On May 2nd the customer escalated and started posting multiple messages on ************. One of the agents on the ************ team made multiple attempts to obtain the customer's order details so that she could assist with the issue. After a while, the agent was able to obtain the order details and could see what was going on. If ***** loses a shipment, we offer to reship the order or refund the customer, which is what the agent offered to the customer. The customer chose a refund, and that was promptly processed.

  At no time were we outside of the service levels we promise to our customers. We do need to assist our customers in the order in which we receive messages, and during business hours. We were not trying to scam the customer in any way. We simply hadn't had the chance to address her concern before she became escalated over the wait, despite our business hours and response times being disclosed.

   

   

  Customer response

  05/03/2023

   
  Complaint: 20007548
  
  I am rejecting this response because, they did refund me, Im satisfied, but they should stop making excuses for their scammy practices. Three days no reply?! No excuse. 
  
  Sincerely,
  
  *********************

  

  Business response

  05/05/2023

  We are very sorry that the customer is not happy with Customer Service's hours of operation, but we are delighted to hear that she is satisfied with her refund. As we have issued the refund as requested, and within the service levels we had previously had disclosed and the customer has expressed satisfaction with the refund received, we consider this matter resolved.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was enjoying my device for seven months when it stopped working. After many emails and a lengthy video showing it not working, I paid to ship back. They admitted it was not working and sent a different device to me. It was refurbished, and looked used. Tried this device and it didnt work correctly on first use(shut itself off twice while using and never reached even warm temp)They paid return shipping that time.They said it needed cleaning. I told them its not right, after seven short months, that I shouldve even had to accept a refurbished device(Ipaid a lot for a new device! The refurb is so much less. Now they sent a message they are not sending a refurb to me, but I got it back and the box clearly says refurbished with black line through item number. This is wrong! I paid way too much to get this item. And theyre lying to me! Either reimburse the price difference between new and refurbished, send a new item replacement or just take the item back and refund my money.

  

  Business response

  02/24/2023

  We are sorry that the customer is feeling frustrated. Initially, the customer reached out in December and advised that the facial treatment device that she had ordered was not heating up as much as it used to, and the orange indicator light was not turning on. This light is very important to the treatment process, as it indicates to the customer that the heat sensor has detected that their skin has reached the optimal treatment temperature, and makes it easier for the customer to know how much longer to remain treating in that area before moving on to the next area. Initially, the agent asked some questions about how she uses the device, provided some tips and tricks videos, and also asked for a video of her using the device. Because issues with the orange light often are a result of how the customer is using the device, and also it is common for customers to get used to the heat, since the skin is heating up, not the device itself, we do try to troubleshoot the issue remotely just in case it is possible for the customer to be able to avoid having to complete an exchange. The customer answered all questions promptly and provided a video as well, and it was determined that we should move forward with an exchange.
  
  When the device was received and during machine and manual testing, it did heat up properly. However the agent who tested the device noted that the orange light indicator was acting sluggish, meaning it was not immediately turning on when the optimal temperature was reached, and it was also taking several seconds to turn off when the device was removed from the skin. This made the quality agent feel that there could be an issue with the heat sensor, so she shipped a replacement to the customer. As the order was over six months old, she sent out a refurbished device as a replacement. Even though the devices we use for warranty exchanged are open box, but unused, the quality agent still goes through a full refurbishment process, including manual and machine testing prior to sending the device out to ensure that the replacement is in proper working order. This is how all of our warranty exchanges are handled. 
  
  After receiving the replacement, the customer responded back stating that the device did not work at all, and that the orange light was not turning on and the device itself was turning off periodically. The device turning off is a safety feature that occurs when the heat sensor detects heat above the optimal temperature. It will turn the ** signal off (and the LED will go out) until the skin cools down, or the device is moved to a cooler patch of skin, at which point it will turn back on. This indicated to us that the device was sensing too much heat for some reason. The agent assisting offered a free ZOOM session with our Product Educator to ensure that the device was being used properly and also to see if she could pinpoint on camera what was occurring. The customer declined the offer and sent the device back in for exchange. 
  
  Upon receipt, the device was found to have an excess amount of the Preparation Gel covering the electrodes, the base and the heat sensor (photos attached). In order for the device to work properly, it must me in constant motion. Holding the device still can cause it to heat the skin rapidly and can be painful. Excess use of the gel can make it difficult for the heat sensor to detect motion and it and the device will act as if the device is being held in place, which is likely why the safety feature was activating. The quality agent cleaned all of the excess gel from the device and tested it and the device heated properly and the orange indicator light functioned properly. Because the device was working properly, a new one did not need to be sent out and the original device was returned to the customer.
  
  We're sorry that the customer was frustrated by the agent's message. The agent misspoke because she misread the customer's message and thought that the customer thought we were sending a different refurbished device to her, when we actually sent back the exchanged device that she had sent in to us. She has since responded to the customer clarifying what she had meant. Once the customer receives her device back, we strongly encourage restraint in how much Preparation Gel is used, as it is very thick and a little goes a long way. Excess use of the gel can damage a device over time. We are also more than happy to provide her with a free customized ZOOM session with our product educator, just to make sure that she is getting the most out of her treatments and the use and long term care of her device. 

  Customer response

  03/03/2023

   
  Complaint: 19459629
  
  I am rejecting this response because: first of all, it was returned to you at the seven month ***** Are you telling me that at six months, a few weeks prior, your response would have been different? The refurbished device was not new, it was not clean. Also, your return information indicates that you exchange for an item of equal or greater value. I paid for a new device and received a refurbished that you, Passiflora, sell on **** for $100! Obviously, the device you sent to me was not of greater value, but was not even of equal value. I sent my responses initially, and my video and was told I was in fact using the device correctly. I had already watched the tutorials upon receiving my new device. Nothing about this return is fair to me.

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

  

  Business response

  03/07/2023

  We're sorry that the customer feels this way. We would not have changed our response or sent a new device as a replacement unless there was a manufacturer's defect within the first 30 days. As the device was used for quite some time, we sent an open box, unused refurbished device. This is a common practice and the device was machine and manual tested and then cleaned by our quality team before it was shipped out. We do sell used refurbished devices on **** at discounted prices. Our open box unused devices are used for exchanges. 

  When we receive a device back as part of the warranty service, if testing confirms that there is an issue with the device, we replace it. This is what occurred with the original device, as while the agent could not replicate specifically what the customer reported as an issue, they encountered a sluggish orange light indicator, which can mean that the heat sensor is not working properly. This is why a replacement was sent out. If the device works properly after machine and manual testing, it is not replaced. It is cleaned and returned to the customer. This is what occurred with the replacement device that the customer sent back. The device was sent back to us with an excessive amount of gel on the base, the electrodes and the heat sensor. After thoroughly cleaning the device, the agent machine tested it and it heated properly, then they manually tested it and it heated properly and the LED indicators all functioned properly. Because the device worked properly after cleaning, it was returned to the customer as an exchange was not needed.

  We recommend a free personalized ZOOM session with our Product Educator to ensure that the longevity of the device is preserved and that the customer is able to achieve and maintain excellent treatment results. A session can be scheduled by emailing ******************************************************** or by contacting Customer Service.

   

   

  Customer response

  03/14/2023

   
  Complaint: 19459629
  
  I am rejecting this response because:

  for the very reasons Ive already listed. These are terrible business practices unless you have so many malfunctioning devices that it would be that costly.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered February 13th Half order arrived 16th and missing half order and device doesnt power on Contacted same day and its now February 22nd with the same response that they have to wait for a response from the team All Ive requested is a return label and refund and they will not provide

  

  Business response

  05/13/2022

  Please accept our apologies for the delayed response. 

  There was definitely a delay in our resolving the customer's issue due to a miscommunication on the part of the agent who was assisting her, and we absolutely take ownership of that. The product that the customer ordered comes automatically with a treatment kit, and the customer also ordered an additional one and selected the kit that came with an anti-aging cream. She received everything but that additional kit that she had purchased, and promptly contacted the customer service team and filled out her non-receipt of goods paperwork. In reading over the initial communication from the customer now, she was clear about what was missing. However, the agent thought she was referring to the kit that comes free with the device and asked if the anti-aging cream could be added and reshipped. This confused the logistics team who advised that the included kit does not come with the cream, and this was communicated back to the customer. This caused her to become understandably frustrated, since she was actually talking about a missing add-on item.

  Additionally, the device the customer received would not power on, and it doesn't appear that the issue was addressed for her initially or in a timely fashion. She communicated back to the agent that we had damaged her trust, that she wanted to return her order rather than exchange it and that she had filed a dispute with her bank. The agent wasn't sure what to do, since dispute/chargebacks can cause double refunds, and so she escalated the issue to her manager, who then escalated it to me. After viewing over the communications, I found that the customer's actions were completely understandable,  and issued the refund at that time, rather than wait for the return or dispute to arrive, and then we addressed the dispute later. 
  
  This is not at all the kind of experience that we want our customers to have, and we very much want to extend an apology to our customer. People do make mistakes and our agents are no exception, but really this should have been a simple reshipment, and not the frustrating experience that it wound up being. We are very sorry for that.
  
  As the refund was issued on February 25th, we consider this matter resolved.
  
  Warm regards,

  *****
  Team Passiflora/TriPollar

   

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