Violife

The business has responded Please see below: This customer placed her order on December [redacted] We received a call, from the customer, on Thursday, October [redacted] (days after her original purchase date)She spoke to one of our Customer Service Representatives about her troubles with her sanitizers and stated she already went through all of the troubleshooting tipsAll of the products purchased from [redacted] , have a year warrantyAnd our policy states that if an item is returned within the days of the purchase date, a refund is granted to the original form of paymentAny returns after days from the original purchase date, a Violife store credit is issued and can be used on future orders with [redacted] We did not ask her to return the items but we went against our own policies to solve this issueAs a one-time courtesy we offered to replace her unit, to which she refusedWe then offered her a store credit but again the customer rejected the offerWe have tried to satisfy the customer to the best of our ability

Good morning *** ***, We have received your complaint here at the Violife Corporate Office and would like to apologize for not replacing the faulty unit for you at a timely manner I looked at the emails going back and forth with the representative at our
Customer Service Department and I apologize for the unsatisfactory service you have received from usPer your emails, it looks like you currently have a Zapi Series UV Sanitizer, which we would love to replace with the new and improved Zapi Luxe UV Sanitizer, at NO charge Zapi Luxe premier features: Low battery indicator - to notify you when to change the batteryRedesigned drip tray - to ensure all moisture is removedEasy lift cleaning cup - for simple maintenanceImproved power - now powered by “AA” batteries (not included) In addition to the new Zapi Luxe UV Sanitizer, we would like to offer you (two) Slim Sonic Toothbrushes Please visit us at *** to choose the pattern/color you'd like us to send you and email me the color/patterns Please confirm your shipping address: *** ***
** *** ***
*** ** ***
Let me know if there is anything else I can do for youThank you,
*** ***
*** *** ***
*** ***

Revdex.com:
At this time, I have not been contacted by Violight Llc regarding complaint ID [redacted].
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

The business has responded.  Please see below:
This customer placed her order on December [redacted] 2013. We received a call, from the customer, on Thursday, October [redacted] 2015 (697 days...

after her original purchase date). She spoke to one of our Customer Service Representatives about her troubles with her sanitizers and stated she already went through all of the troubleshooting tips. All of the products purchased from [redacted], have a year warranty. And our policy states that if an item is returned within the 30 days of the purchase date, a refund is granted to the original form of payment. Any returns after 30 days from the original purchase date, a Violife store credit is issued and can be used on future orders with [redacted]. We did not ask her to return the items but we went against our own policies to solve this issue. As a one-time courtesy we offered to replace her unit, to which she refused. We then offered her a store credit but again the customer rejected the offer. We have tried to satisfy the customer to the best of our ability.

Review: I purchased 3 Violife Toothbrush Sanitizers 12/*/13 to give for Christmas gifts. A very short while after the products were given as gifts (12/**/13) and they were being used, they began to not work (1/**/14). We had been following the directions that came with the units about keeping the units dry. I contacted Violife 1/**/14 and told them that two of the units were no longer working. [redacted] (Violife Customer Service) in an email gave us some additional instructions to try with the units. We followed those additional instructions with no success. Two replacement units were sent (2/*/14) to replace the two defective units. [redacted] (Violife Customer Service) indicated in her email that after we had received the replacement units and felt they were working we should throw away the defective units. We did receive the two replacement units and began using them carefully following directions on how to keep the units dry. As [redacted] (Violife Customer Service) indicated, we threw away the defective units. On 3/**/14 I contacted Violife to tell them that one of the replacement units was no longer working. I was contacted by [redacted] (Violife Customer Service) that a refund check was being issued for the one replacement units that was no longer working. On 3/**/14 I contacted Violife to tell that that the other replacement unit was also no longer working. This time I was contacted by [redacted] (Violife Customer Service) who gave us different instructions with what to do with defective units. She told us we needed to return the defective units to them for a refund to be processed. Since we were following [redacted]'s instructions (Violife Customer Service), we have thrown the defective units away. We are very dissatisfied with these products. We feel we have tried to keep these units working.

Consumer

Response:

At this time, I have not been contacted by Violight Llc regarding complaint ID [redacted].

Sincerely,

Review: I purchased two sanitation devices from Violife. They were not in working order after about a month of use. I contacted Violife for a refund, but they stated that I had to try an enormous amount of things to troubleshoot the problem and to maintain the items in working order. When I finally "did" get the items to work, they worked very poorly and not long at all, rendering the items bulky and useless. I contacted Violife this morning and they stated that since I didn't call within the first 30 days, they will not give me a refund. Granted, it's now past thirty days of purchase. However, I had called prior and was talked into keeping the product longer. The total cost for the items totals about $50-$60. I offered to accept half the refund for the total, but customer service insisted that they would not refund the money. I feel strongly that this is a shady operation. The products, if they do work, last only a very short time and require a high degree of maintenance. There is no valid address on the website to direct concerns or questions.The business address I left is incorrect because there is no way to find a physical address on their website.Desired Settlement: I would like at least half the total refunded to me. I accept that I took a risk in ordering the product to begin with, and I should have insisted on a refund prior to 30 days. However, due to their insistance that I try more ways to get the products to work, I sincerely tried to make the product work (to no avail) and ultimately feel "taken."I don't feel that these products can be trusted to work, OR if they do work that they don't require an intensive amount of maintenance to keep working.

Business

Response:

The business has responded. Please see below:This customer placed her order on December [redacted] 2013. We received a call, from the customer, on Thursday, October [redacted] 2015 (697 days after her original purchase date). She spoke to one of our Customer Service Representatives about her troubles with her sanitizers and stated she already went through all of the troubleshooting tips. All of the products purchased from [redacted], have a year warranty. And our policy states that if an item is returned within the 30 days of the purchase date, a refund is granted to the original form of payment. Any returns after 30 days from the original purchase date, a Violife store credit is issued and can be used on future orders with [redacted]. We did not ask her to return the items but we went against our own policies to solve this issue. As a one-time courtesy we offered to replace her unit, to which she refused. We then offered her a store credit but again the customer rejected the offer. We have tried to satisfy the customer to the best of our ability.

Review: I received a Violife Toothbrush Sanitizer as a Christmas gift (December 2014). The unit went through two sets of batteries in less than a month. I inquired to the company's customer service (via email) about the battery problem. Customer service told me that problem was not normal and gave me suggestions on how to clean the new product and try again. I followed their directions/instructions with no improvement; batteries lasted less than two weeks. I contacted customer service again and they told me I needed to forward them the receipt and they would be happy to send a replacement at no charge. I again informed customer service that it was a gift and I did not have a receipt. Customer service suggested I ask the "gift giver" for the receipt. Customer service then informed me that the product was over a year old and they could replace the unit for me with a 30% discount; they apparently determined this via a four digit code on the product. (NOTE: the product was brand new in a sealed package containing a warranty card which I sent, via email to Violife, registering same. This I did after receiving the product as a gift and before my original complaint to them). I then advised customer service that I was not satisfied with their response and requested supervisor contact information. My request was then ignored for seven days until I contacted customer service again, once via phone and via email only to be told that there was nobody who could further assist me. Mind you, during my attempts to contact customer service in the end, my phone calls were placed on infinite hold more than once and mysteriously my calls terminated while on hold. Violife has a Customer Service location at [redacted]. In addition, Violife has a Corporate Office location at [redacted]. This is a brief synopsis of the ongoing complaint I have with Violife, space does not allow me to elaborate further.Desired Settlement: Replacement of the product at no charge. The product is a Zapi Sanitizer (egg shaped, black penguin model) VIO800 series, Model number VIO854. NOTE: Violife lists on their company website that they formerly went by the name Violight.

Business

Response:

Good morning [redacted], We have received your complaint here at the Violife Corporate Office and would like to apologize for not replacing the faulty unit for you at a timely manner. I looked at the emails going back and forth with the representative at our Customer Service Department and I apologize for the unsatisfactory service you have received from us. Per your emails, it looks like you currently have a Zapi 800 Series UV Sanitizer, which we would love to replace with the new and improved Zapi Luxe UV Sanitizer, at NO charge. Zapi Luxe premier features: Low battery indicator - to notify you when to change the battery. Redesigned drip tray - to ensure all moisture is removed. Easy lift cleaning cup - for simple maintenance. Improved power - now powered by 3 “AA” batteries (not included) In addition to the new Zapi Luxe UV Sanitizer, we would like to offer you 2 (two) Slim Sonic Toothbrushes. Please visit us at [redacted] to choose the pattern/color you'd like us to send you and email me the color/patterns. Please confirm your shipping address: [redacted]

Let me know if there is anything else I can do for you. Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,