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ComplaintsforHENA
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Complaint Details
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Initial Complaint
03/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a laser hair removal product from this company on 2/25/2022. On 2/28/2022 I received a tracking number and update saying the item has shipped. Since then, the tracking number has had no movement and is listed as "Departed shipping partner facility, USPS awaiting item." When I contacted the company via e-mail I was told to be patient and an update would come. After more time has passed, I resent another e-mail and was told to be patient. I finally got a response that the item is 'awaiting customs review' since 3/8/2022 in LAX. If the item is awaiting custom review in LAX how did you ship me the item from Fremont, CA on 2/25/2022 as stated. I have waited well over the time frame from this company and keep receiving answers about 'give it a few more days' and 'please continue to be patient.' I have tried to call the number via the website and get automated messages that no one can take the call right now, even though their hours are listed as 9-5 EST. I also only receive responses via email at 2AM. This has all seemed like a big scam. I have reached out for a refund but keep being told to be patient. I believe they are just trying to stall and wait for an answer as it appears now the item is coming from over seas. It has now been 19 days since the date I purchased and no movement has been made. I can't reach anyone via phone and the two sentence e-mail responses only say to be patient and to wait. Please help me resolve this issue as they have taken $117.91 for a product that does not seem to exist.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.