ComplaintsforRoyale USA

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a straightener several years ago from Royale USA at a mall kiosk for approximately $100 with the knowledge that it has a Lifetime warranty. I managed to keep the original box and the original receipt. When the product became unusable (to their credit, it was after a very appropriate amount of time) I followed the steps to use the warranty. It was disappointing to find out that I needed to pay $13.57 to accommodate shipping, state, and county tax. But not a big deal. Not to mention the "warranty" itself cost $39.99! So that's $54.56 to use this so-called Lifetime Warranty.When I received the product it felt tacky/sticky. I did not want to use it anywhere near my hair as the straightener was intended. I spent the next several weeks emailing the company, customer service, and the representative who originally reached out to me about the purchase. I FINALLY got her to respond and after some prompting she sent another straightener to rectify the issue.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought one of these at ******** Beauty Show in ******* on 4/20/24 and the girl said the straightener brush is a steam brush. This is an absolute lie. When I researched on the website it said nothing about steam.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered the Royale usa mini curling iron on September 2,2023 my order # is #**** I paid in full on the same day I contacted the company a few weeks later to see when I might receive the mini curling iron they did contact me letting me know that the order was being processed. On November 6th 2023 I sent email asking about order, I waited a week I didn't get a response, sent another email November 13th 2023 asking again and telling them I was wanting the curling iron for a Christmas gift .Now it's November 20th and no answer (I would like a answer either about when I would get the curling iron or at last resort my money back) I can't just loose 105 dollars am a senior if you can help in any way let me know

  Business response

  12/05/2023

  I hope this message finds you well. We appreciate your communication with the Better Business Bureau (BBB) and want to extend our sincere apologies for any inconvenience caused by the unavailability of the product you initially ordered. We understand the importance of your purchase, and we regret the frustration this situation has caused.
  We did answer all your emails and we attached the proof of it, in the beginning you did send the email not on our email, as soon as we received your email, we reply to you immediately. Also, we offer you an alternative product that is priced higher than the original item, with no extra cost for you.
  We genuinely appreciate your patience and understanding as we work to rectify this situation. Your feedback is crucial to us, and we are taking steps to prevent similar issues from occurring in the future.
  Once again, we apologize for any inconvenience, and we look forward to the opportunity to make amends.
  Thank you for your understanding

• Initial Complaint

  07/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I filed a warranty replacement on a hair straightener and paid $39.99 order number **** placed July 6th 2023. My order was delivered, when I opened the package I could immediately see it was defective the plates of the straightener didn't line up and close correctly. I emailed the company and included pictures. I had an email contact from the company, already and emailed that person *******************, as well. She had been in contact with me as I needed to update my receipt and they informed me they no longer carried my model. I emailed an additional contact listed on their website and called a phone number listed. In total I sent 4 emails, called twice and left 2 messages. I have received no contact back. The only time this company seemed interested in talking was when I was paying, not when their item was defective. I went to their Instagram page and noticed clients left responses with similar experiences. I sent the company a private message via Instagram as well and still no response.

  Business response

  08/16/2023

  Hello ******, thank you for your business. We want to apologize for any issues that you have experienced with our product. I would like to help you but there is more information that I need from you.
  Could you please provide me with proof of purchase and pictures of the issues that you are having with the product. I would need both of these things before we can proceed please.

  Customer response

  08/17/2023

   
  Complaint: 20351604
  
  I am rejecting this response because the company is requesting I supply proof of purchase and problem with item. They did not supply a contact address, email, or number to contact. I have supplied this information to their company in multiple emails and etc, which I also attached to my complaint to the bbb. I have attached what they requested again as well. They did not indicate in their response how they would rectify the damaged product.( as the heat blades do not make contact) I feel this is an endless cycle of no results from the company.
  
  Sincerely,
  
  Rachael Guard

  Business response

  09/27/2023

  Dear ******************,
  I hope this message finds you well. We appreciate your recent contact with the Better Business Bureau regarding the replacement of your damaged product. We take all customer concerns seriously and aim to provide a fair and efficient resolution to any issues.
  We understand your frustration with the delay in receiving a replacement for your damaged product. However, I'd like to provide some insight into our replacement process and address your concerns.
  Quality Assurance: Before sending a replacement for a damaged product, we have a rigorous quality assurance process in place to ensure that the product is indeed defective or damaged due to manufacturing issues. This step is vital to maintain the integrity of our warranty program and prevent misuse.
  Warranty History: We have noticed that you have previously utilized our warranty replacement service multiple times.
  Fair Treatment: Our goal is to provide exceptional customer service while also ensuring the fair treatment of all customers. We must balance the needs of individual customers with the responsibility to maintain the quality and sustainability of our warranty program for all customers.
  To address your current request for a replacement, we will review your case thoroughly to determine the validity of your claim. Our customer service team will be in touch with you shortly to gather additional information and assess the condition of the product in question. This process is necessary to uphold the fairness and integrity of our warranty program.
  We understand your desire for a swift resolution and sincerely apologize for any inconvenience this may have caused you. We are committed to resolving your issue promptly and ensuring that you receive the assistance you deserve within the boundaries of our warranty policy.
  If you have any questions or would like to provide further information regarding your claim, please feel free to contact our customer service team at **************************** They are dedicated to assisting you and will do their utmost to address your concerns.
  Thank you for your understanding and patience in this matter. We value your continued support as a customer and look forward to resolving this issue to your satisfaction.
  Sincerely,

  Royale 

  Customer response

  09/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have PAID for a replacement twice, and upon receiving a defective 2nd paid replacement I immediately asked for replacement per the companies own instructions. These replacement transactions have been over the course of several years for a lifetime warranty. I have provided the company with proof of purchase as well of photos of all defective items. They are even included in this claim. I am simply asking they honor their own policies and replace the damaged product, THAT I PAID FOR. I look forward to them reaching out to me in a timely manner.
  
  Sincerely,
  
  Rachael Guard

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 19, 2022 I bought an iron from your company in ******************. The products were on sale that day, so I paid $165 for an iron. months later on December 17, 2022 I plugged in the product and had a small explosion. The next day I tried to contact the company and if I got a response they asked me for evidence of the purchase and the damaged product. After sending them everything they asked for and filling out the form they sent me, they no longer responded to messages until today, July 3, 2023. The company is not solving my problem and it's been 7 months since I contacted them. I find it incredible that they couldn't help me.

  Business response

  07/06/2023

  When a warranty request is submitted the customer must pay the shipping for the warranty item, which has not been done in this case.  We have reached out to the customer and requested the shipping to be paid and then the item will be sent.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Bath Pros LLC to give us an estimate about our water damage in the bathroom, so this ***************** came and gave us an estimate of $17,820 and we thought that was too much for a small bathroom but he said we can get you pre-approved because we said until the home insurance gets back to us with some help. The guy agreed and we got back to him cancelling the project because insurance did not want to pay! Since, December they keep sending me to pay this loan!! They never did the job!! We are overwhelmed because we canceled a week after the ***************** was in our house and they say we should've did that in writing but we call and that was never explained to us that the guy is no longer working for this company can you please help us!? Sorry for all of this, it started last October 2022 and I'm calling both bath pro and loan ***** loan company with no results.Bath Pros LLC number: ************ ***** Loan number: ************

  Business response

  04/07/2023

  This complaint has nothing to do with Royale USA which is a hair tool manufacture 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/1/2023 a representative of this company sold me items at their *************, ** location and misrepresented several key details that otherwise would have preclude me from purchasing the items. The sales person was both deceptive and unfair, potentially violating federal UDAAP laws by misrepresenting, the country of origin, in which the products were manufactured, and misrepresenting the companies policy on returns. Upon recognizing the deception, within minutes of receiving the actual product in a box from the manufacturer, I gave the intact products back to the retailer RoyaleUSA owned by *************************, and requested a full refund due to the deception. The representative of the company advise that they would not provide a refund, which under UDAAP is unfair and violates consumer protections in place in Pinellas County. The merchant advised that they would keep the product, but would not provide a refund and indicated that the dispute should be filed with the credit card company to return the money. I am requesting a resolution of a refund in full of $192.60, and that the company no longer deceptively misrepresent the product or institute unfair, consumer practices.

  Business response

  04/03/2023

  Hello, Thank you for contacting our team. 

   

  We are the Manufacture. The customer made this purchased from a Individual retailer, each retailer or vendor is not individually owned and operated by the ********************** Therefore this customer would need to return to the location where he or she made the purchase. Each location is individually owned and operated and have their own return and exchange policies. Base on the details of this complaint, the grievance is with the vendor and not the manufacturing company. The customer must return to the vendor who they made the purchase from. We were not the merchant at point of sale. 

  Customer response

  04/03/2023

   
  Complaint: 19885309
  
  I am rejecting this response because:
  

  The entity registered and operating at the *********** in ************** ******* appears to be the same entity as this company and uses the same contact address and phone number. Additionally, the contact number for the product and Company, which is listed on all marketing material is disconnected, further evidences the companies misrepresentation of operating a legitimate business. This is exasperated by the additional claims by other consumers, who have made similar complaints both through the BBB and other channels.

  If the response is cannot be resolved, additional escalation to local, consumer protection advisory entities in both Pinellas and Hillsborough County will be notified for further investigation of the primary and related entities.

  Sincerely,

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

  Business response

  04/03/2023

  As We have stated locations are authorizes sellers, You will need to return to the location where you made the purchase. There is nothing, we as the manufacture can do about your order. 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 28th I submitted a claim to get a replacement hair straightener under their warranty claim. **** contacted me and said they no longer made the straightener in the color I originally bought and asked me what other color I wanted. I responded and said any color is fine. I received my straightener and it is not the same one I originally bought. It does not have the floating plates and does not heat up to straighten my hair. All I want is to get the ***** back that I paid for the warranty claim. I am very unhappy with the product they sent me. If the had sent the same straightener I originally bought just a different color I would have been completely satisfied.

  Business response

  01/23/2023

  Hello, thank you for notifying our team. I have reached out to the correct personnel for this matter, and I have also notified a supervisor 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For Christmas I was given a pro ******* blow dryer **** pink color and the concentrator nozzle was missing. I'm only asking that they send me a concentrator nozzle or let me purchase one. The. Concentrator nozzle is the attachment to the blow dryer that looks like a duck bill. I emailed customer service and basically they told me I was lying

  Business response

  01/11/2023

  Hello, The customer contacted our customer care team and reported that she was missing a part from a blow dryer, however, she did not provide any reference to the order number or gave our team a way to verify if this was a purchased from an authorized vendor or a 3 party company. We have included a screen shot of the conversation. The item that the customer is referring to is sold buy our company as a full and complete set, therefore if an item is missing it is highly likley that it was purchased from our company. This is the first and only email that we recived notating of a missing item with this set. We are not denouncing the claim from this customer but their is a process when we get emails like this. Also the customer did not offer to purchase anything from our team her email just asked that "one should be set" we are more than happy to resolve this matter amiably but we do need more information from the customer.  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2 hot irons for $278 at **************. One works and one was a gift and did not. Warranty requires on website to pay additional $40 fee to fix. Mall kiosk does not have same company and to use warranty they require the cord is cut on the iron to send back. This is complicated and ridiculous. Its dangerous to use a hot iron that does not work properly. Fortunately I stopped my daughter from trying before she got hurt.

  Business response

  12/20/2022

  The website informs the customer that shipping and handling is not included in the warranty replacements. This item was purchased through a 3-party and not directly from The manufacture. All Third Parties have their own return and warranty policies. We do not own any third party locations. 

*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. ↩