ComplaintsforSparkle and Co.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been purchasing from this specific company for almost 4 years now, and every time that I ask them any question its always the customers fault. So much recently, the liquids that they advertise for their nail dip nails, are not working properly and havent been for awhile now. I have reached out to them multiple times and explained to them what I did with their process, watch their videos etc. and they are being very nasty and not helpful for a customer. Every single time Ive reached out zero customer service assistance and its basically sorry about your luck. They have a sale a few months ago to stock up which I did and I went to use those liquids and now they are telling me they wont honor their product. *** spent ****s of dollars with them and expected a little more assistance with a few $12 bottles of liquids and fell as though I was told to go pound sand. I asked other customers within social media groups if they were having the same problem and apparently this is a normal thing for this company. And it needs to stop. Im not asking for assistance with liquids that are years old ** asking for assistance with liquids that I bought in the last eight months. No disclaimer or warranty statement about how long their liquids are guaranteed til but when you reach out they say 6 months.

  Business response

  10/15/2022

  According to our records, we have never blamed this customer for any past issues. Our **************** team has always responded to and resolved all issues this customer has brought to our attention. Whether she reached out via ******** Messenger or by Email.
  
  In response to the latest inquiry about Liquids issues, weve informed the customer of what is needed from her to replace the items she is having issues with. On 9/30/22, we asked her to provide order #s and order dates for the liquid products shes requesting replacements on. The customer finally responded on 10/6/22 and said she would gather the information asked and email us back. At this time, she still has yet to reach back out. Since then, weve continued to try and connect with the customer on multiple occasions. We sent a reminder email on 10/12, as well as a courtesy message sent from our Customer Manager via our ******** Business Page on 10/13. No response on both platform.
  
  We feel that weve truly tried to help this customer and ensure she is satisfied. Unfortunately, we are unable to do so if she refuses to reply to our messages and we do not have all of the necessary information to properly troubleshoot and/or replace the products. Customer satisfaction is our top priority and it saddens us to see this complaint while we are actively trying to remedy the situation.
  
  Please let us know if you require further information from us. We are hopeful that you can assist us in resolving this issue.
  
  Thank you for your time,
  Business Manager
  Sparkle & Co.
  13731 ***************************************************

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