ComplaintsforTYME LLC

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi!-Ordered March 19, 2023, not received until May 2023. Original package they shipped was not received. Replacement mailed. I requested **** however a different carrier was used. I'm very upset because I was very much looking forward to using it far into the future. - $136 total - Defective product complaint:Unfortunately anytime I plug it into my wall, my entire apartment goes dark because it blows a fuse. I've never had this happen with any other curling or blow drying product.- Product does not effectively curl my hair per advertisement. I did however still take a lot of time to learn the proper curling technique and train. It's harsh on my hair -- pulls and creates kinks and the curl is only noticeable sometimes. Curling effect is not consistent. Also, again cannot use as I would like because of the product's incompatibility with electrical circuitry. Again this has never been a problem with any device I've owned.-I need to receive a full refund for all of the issues I've faced from order date until today. ******* is my order number. The iron I have in possession was a replacement package given their mailing carrier's issue. I understand that typically this would be non-refundable, but given the circumstances of it being a highly defective product in the areas mentioned above, the policy is not justified and making an exception is the only natural next step in order to maintain proper customer service etiquette and dispel negative reviews gaining traction. It was not clear that a *defective* product would be non/refundable. I would understand if the return had been because I simply changed my mind.I've reached out to ***** the customer service manager but her reply was un-empathetic. I asked to be put in touch with upper management twice and she has not addressed my request for contact in her replies. This is my next best attempt to resolve. I would like the return address and a full refund in original form of payment. <3

  Business response

  05/15/2023

  HI,

  Thanks for reaching out in this platform. At TYME we pride ourselves in offering great customer service and as such a new order was sent to you.

  I am concerned in the way this iron is acting by tripping your breaker when plugged in as this has never happened with any iron we have sold thus far. As such, is it possible to record what is happening when the iron is plugged in and turned on so I can send the video to our manufacturer along with the iron to determine the root cause of this issue.

   

  Thanks,

   

  *** COO TYME

  Customer response

  05/15/2023

  
  Complaint: 20057507
  
  Hi! Thank you for your quickly reply - I very much appreciate your time and attention here, and am glad to have connected outside of the customer service department. I had never experienced that sort of issue with any product I've owned and I have been here for a year - nothing was different in my environment in regard to other products such as my TV, lamp etc, however when plugged in and switched on the electricity went out 4 times (at different times) with each new attempt. 
  

  I'm not able to full capture it all on video at once since I am one person and live alone, but I will describe as best I can.

  I plugged new product into outlet in bathroom. Then pressed the on button on/up, and the power went out. I looked in my fuse box and one of the black tabs shifted. I then switched the tab back to its proper position, and did it again. Same thing happened. 
  

  Why do you think this would be? In the meantime, would you mind sending the return address and let me know how long it will take to receive a refund back on my card in original form of payment? 

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

  Business response

  05/18/2023

  Hello,

   

  Please return to ** at:

  
  TYME RETURNS DEPARTMENT : BBB CASE
  

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

  ********, **

  52031
  
  We will review the return and refund back to your original payment method.

  Thanks

  Customer response

  05/18/2023

   
  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 will send the product back. Thank you!
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/14/2022 I purchased the Thyme Iron Pro Galaxy. I received the iron, used it for maybe 5 minutes and hated it. It was matting my hair making it difficult to fix. 2/25/23 I emailed the company as they ask you to do with all pertinent info kindly asking for a return. No response. Shortly after the same day on 2/25/23 I receive an email from them saying use our step by step videos, if you want to continue with return still, respond to that email, which I did immediately saying I still want to return. Today I receive an email stating they are following up and if I still need attendance. They are deliberately ignoring my request so that when the 30 days are up I am no longer able to return. Seems to be a common scam for them. I have sent additional emails again with still no response. FURIOUS a company would take advantage of consumers like this.

  Business response

  03/01/2023

  HI ****,

  Thanks for giving TYME a try. As a standard practice we offer all those that are looking to return their iron an opportunity to meet with one of our stylist or the creator and owner of TYME to help them achieve the results they are looking for from the iron but have not been able to. We have had great success teaching using this method. I have researched your conversation with our customer service team (it is attached for reference) and can see a pre paid **** label (also attached to this response) was emailed to you on 2/28. Once we receive the return we will refund to the method used for payment and notify you via email once the refund has been completed. If you did not receive the email with the label please let me know at ************.

  Thanks,

  ***

  COO TYME

  Customer response

  03/02/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have ordered tyme aura kit during Christmas promotions. As soon as I plugged The blowbrush in the kit it got extremely hot and I could smell my hair burn. I have sent warranty request from the website l have not received any follow up from Tyme. I wish to get refunded for my purchase. As I feel its not regulated product and not safe to be used .

  Business response

  02/21/2023

  Hello,

  Thanks for your inquire. On 2/10/23, a TYME representative emailed a return label for you to use to return the non working item back to TYME. A copy of the email is attached to this response for reference. Additionally, the label has been emailed to you again today. It will come from ******************************** so please check you spam folder if you do not see it. Once we receive the initial item, we will send back a new replacement!!!  I can be reached at ****************************** or ************ should you have any additional questions or concerns.

  Thanks

  
  ***

• Initial Complaint

  10/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a styling tool and I am not happy with the results. I looked up the refund policy and I have 30 days from the time of delivery to return the item. However, when I go to submit a request, it will not submit. I have emailed them with no response back and I have also called them in which they did not answer and referring back to website on the recording. My 30 day time window is up tomorrow and I do not wish to keep this item.

  Business response

  02/21/2023

  Hello,

  Apologies for the delayed response to this inquiry. It appears within our system that a return label was emailed to you and a refund processed back on 10/20/22 to the payment method use to make the original purchase. If you do not see the refund within your transactions around this time period please let me know at *********************************.

  Thanks

*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. ↩