Calista Tools

Business Response to a ComplaintComplaint ID#: [redacted] Company Name:Calista ToolsCompany Contact:SarahCompany Phone: [redacted] extension: 114Company Email: [redacted] Person Who Sent the Complaint: [redacted] ***Staff Member: [redacted] ***Response: [redacted] , In response to this customer's recent rebuttal filed 5/13/16: This customer was addressedHere is a response email I sent her 5/12/On May 12, 2016, at 9:AM, [redacted] wrote: Hello ***, I wanted to reach out now that I have spoken with our warranty department and understand your situationThe Perfecter replacement you received was not a knock-off, it was an upgraded version of our Calista PerfecterThe model you sent back originally was a 2012-model, and this model is no longer manufacturedTherefore, there was no stock of that particular wand to send because we no longer have or make thisThe replacements you received were all Calista brand, upgraded versions of the PerfecterI understand your frustration, I just wanted to make you aware of this situationOur warranty department was not disregarding your request for your original replacement, this model just no longer exists, that is why it could not be sentHowever, I luckily found an older version just like the one you originally sent here at the salonIf you would like to send me an address to ship it to, I would be happy to personally send you this tool Thanks, Sarah Calista ----------------------------------------------------------------------------- I responded to the customer to again let her know that the original model she sent in for repair was no longer manufactured, and that she received an upgraded modelHowever, we luckily found an original model here at our office that our warranty department no longer carriesI shipped this item to the customerBelow is an email where I provided the tracking informationOn May 13, 2016, at 12:PM, [redacted] wrote: Hi ***, Your Perfecter has been shippedI will provide tracking information belowPlease let me know when it arrives and if everything is working for you [redacted] Best, Sarah Calista ------------------------------------------------------ I hope these emails clarify that we want the customer to be satisfied, and hopefully this issue is now resolvedSincerely, Calista ToolsSent on: 5/17/12:43:PMSent by: [redacted]

Business Response to a Complaint
Complaint ID#:
***
Company Name:
Calista Tools
Company Contact:
Sarah
Company Phone:
***extension: Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
*** ***
Response:
***, In response to this customer's recent rebuttal filed 5/13/16: This customer was addressedHere is a response email I sent her 5/12/On May 12, 2016, at 9:AM,
*** wrote:
Hello ***,
I wanted to reach out now that I have spoken with our warranty department and understand your situationThe Perfecter replacement you received was not a knock-off, it was an upgraded version of our Calista PerfecterThe model you sent back originally was a 2012-model, and this model is no longer manufacturedTherefore, there was no stock of that particular wand to send because we no longer have or make thisThe replacements you received were all Calista brand, upgraded versions of the PerfecterI understand your frustration, I just wanted to make you aware of this situationOur warranty department was not disregarding your request for your original replacement, this model just no longer exists, that is why it could not be sentHowever, I luckily found an older version just like the one you originally sent here at the salonIf you would like to send me an address to ship it to, I would be happy to personally send you this tool
Thanks,
Sarah Calista
-----------------------------------------------------------------------------
I responded to the customer to again let her know that the original model she sent in for repair was no longer manufactured, and that she received an upgraded modelHowever, we luckily found an original model here at our office that our warranty department no longer carriesI shipped this item to the customerBelow is an email where I provided the tracking informationOn May 13, 2016, at 12:PM, *** wrote: Hi ***, Your Perfecter has been shippedI will provide tracking information belowPlease let me know when it arrives and if everything is working for you***
Best,
Sarah Calista
------------------------------------------------------
I hope these emails clarify that we want the customer to be satisfied, and hopefully this issue is now resolved
Sincerely,
Calista Tools
Sent on: 5/17/12:43:PM
Sent by: ***

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have been contacted by Calista Tools regarding complaint ID
***, however they have NOT resolved the problem
Regards,
*** ***

From:
target="_blank" "">[email protected] [mailto:[email protected]] Sent: Thursday, May 12, 9:AMTo: [email protected]: Website: Complaint Response
Business Response to a Complaint
Complaint ID#:
***
Company Name:
Calista Tools
Company Contact:
Sarah
Company Phone:
###-###-#### ext: Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
*** ***
Response:
We received a complaint from a customer who returned her hair tool for a warranty replacement, and she is claiming she was not sent back the original hair tool she returned for warranty serviceThe tool she originally owned and sent in for a replacement was a 2012-modelHowever, our warranty department warehouse no longer carries the outdated tool she sentThe reason she was not sent an identical replacement is because the particular model in question is no longer manufacturedThis customer was sent an upgraded toolThe customer was informed she was sent an upgraded modelThis customer was sent a replacement three different times (see below)Our distributor spoke with the customer and issued her the requested replacementsShe was sent brand new units on the following dates: Replaced: 4/16/Replaced: 3/31/Replaced: 4/12/We understand the customer’s frustration of not being sent the original model she purchased, but this unit is no longer manufacturedThe customer was sent three upgraded versionsHowever, we luckily have found an original model we will ship out within the week Sincerely,
Calista Tools
Sent on: 5/12/9:32:AM
Sent by: ***

Business Response to a ComplaintComplaint ID#:[redacted]Company Name:Calista ToolsCompany Contact:SarahCompany Phone:[redacted]7 extension: 114Company Email:[redacted]Person Who Sent the Complaint:[redacted]Staff Member:[redacted]Response:[redacted], In response to this customer's recent rebuttal filed 5/13/16: This customer was addressed. Here is a response email I sent her 5/12/16 On May 12, 2016, at 9:18 AM, [redacted] wrote:  Hello [redacted],  I wanted to reach out now that I have spoken with our warranty department and understand your situation. The Perfecter replacement you received was not a knock-off, it was an upgraded version of our Calista Perfecter. The model you sent back originally was a 2012-2013 model, and this model is no longer manufactured. Therefore, there was no stock of that particular wand to send because we no longer have or make this. The replacements you received were all Calista brand, upgraded versions of the Perfecter. I understand your frustration, I just wanted to make you aware of this situation. Our warranty department was not disregarding your request for your original replacement, this model just no longer exists, that is why it could not be sent. However, I luckily found an older version just like the one you originally sent here at the salon. If you would like to send me an address to ship it to, I would be happy to personally send you this tool.  Thanks,  Sarah Calista ----------------------------------------------------------------------------- I responded to the customer to again let her know that the original model she sent in for repair was no longer manufactured, and that she received an upgraded model. However, we luckily found an original model here at our office that our warranty department no longer carries. I shipped this item to the customer. Below is an email where I provided the tracking information. On May 13, 2016, at 12:09 PM, [redacted] wrote: Hi [redacted], Your Perfecter has been shipped. I will provide tracking information below. Please let me know when it arrives and if everything is working for you. [redacted]  Best, Sarah Calista ------------------------------------------------------ I hope these emails clarify that we want the customer to be satisfied, and hopefully this issue is now resolved. Sincerely, Calista ToolsSent on: 5/17/2016 12:43:15 PMSent by: [redacted]

From: [redacted]<[redacted]>Date: Wed, May 25, 2016 at 10:28 PMSubject: I got it....To: [redacted] <[redacted]>Finally I got the right Perfecter Styler.  It looks brand new. I think what happens is with warranty issues you send your tool back to the warehouse distributor which Calista Tools has handle these issues.  The distributor is called tristar.  I think that at that level they are replacing a cheaper type of Styler for the original Styler.  You can purchase my model through them tristar right now.  Calista Tools only carries the new style tool on that particular site.  But the warehouse shouldn't be replacing what a person bought and got an extended warranty on for some other type of styler especially if they are selling the one that you want fixed or replaced.  I'm just so glad this is done.   I hope this one works right.  Thanks for you time and assistance with this matter.  I really appreciate it.

From: [redacted]<[redacted]>Date: Wed, May 25, 2016 at 10:28 PMSubject: I got it....To: [redacted] <[redacted]>
Finally I got the right Perfecter Styler.  It looks brand new. 
I think what happens is with warranty issues you send your tool back to the warehouse distributor which Calista Tools has handle these issues.  The distributor is called tristar.  I think that at that level they are replacing a cheaper type of Styler for the original Styler.  You can purchase my model through them tristar right now.  Calista Tools only carries the new style tool on that particular site.  But the warehouse shouldn't be replacing what a person bought and got an extended warranty on for some other type of styler especially if they are selling the one that you want fixed or replaced.  I'm just so glad this is done.   I hope this one works right.  Thanks for you time and assistance with this matter.  I really appreciate it.

From: [email protected] [mailto:[email protected]] Sent: Thursda...⇄ May 12, 2016 9:32 AMTo: [email protected]: Website: Complaint Response Business Response to a ComplaintComplaint ID#:[redacted]Company Name:Calista ToolsCompany Contact:SarahCompany...

Phone:###-###-#### ext: 114Company Email:[redacted]Person Who Sent the Complaint:[redacted]Staff Member:[redacted]Response:We received a complaint from a customer who returned her hair tool for a warranty replacement, and she is claiming she was not sent back the original hair tool she returned for warranty service. The tool she originally owned and sent in for a replacement was a 2012-2013 model. However, our warranty department warehouse no longer carries the outdated tool she sent. The reason she was not sent an identical replacement is because the particular model in question is no longer manufactured. This customer was sent an upgraded tool. The customer was informed she was sent an upgraded model. This customer was sent a replacement three different times (see below). Our distributor spoke with the customer and issued her the requested replacements. She was sent brand new units on the following dates: Replaced: 4/16/14 Replaced: 3/31/16 Replaced: 4/12/16 We understand the customer’s frustration of not being sent the original model she purchased, but this unit is no longer manufactured. The customer was sent three upgraded versions. However, we luckily have found an original model we will ship out within the week. Sincerely, Calista ToolsSent on: 5/12/2016 9:32:01 AMSent by: [redacted]

I purchased a Calista Stying Dryer from QVC last November. I had an issue with the styling brush losing the screws. I recently contacted the company and was told I would receive a replacement part, but it would take about 2 weeks. I am pleased to say I did receive my replacement within that time. Good customer service!

Review: The "Power Styler" is a curling iron with a brush on it. It is awful!!!!! Tangles easily in long hair. I had to cut a chunk of my hair out because of this. My husband and I worked for over an hour to get it out, before we gave up and cut it out. I called Calista Tools, and customer service was terrible, said they could do nothing! They would not let me talk to quality control, would not give me a refund or replace it, refused to let me talk to a supervisor.Desired Settlement: They should send me a new product, and change the design on this to stop tangling up in the hair.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have been contacted by Calista Tools regarding complaint ID [redacted], however they have NOT resolved the problem.

Regards,