Carol Cole Company Inc

Customer has been contacted and informed that the cause of the telephone issue was a temporary service interruption caused by our service providerThe issue was resolved in a matter of hours in the same day of the incident. Customer has been notified to contact our customer service
department arrangements for the repair of the device.
Best Regards,
*** ***

Customer has been contacted and notified that the return shipping charges will be waived. There will be no charges to the customer since the device is under warranty
Best Regards,
*** ***

The package in question was delivered by *** on 8/and was misplaced by the mail room at the work place where it was delivered. On 10/the package was located by mail room personnel and delivered to the attention on the shipment (*** ***). The customer was
notified of this but we have received no further communication

I purchased the Trinity model with an attachment from Amazon Prime on 2/14/2018 for $429. I didn't use it until the middle of March due to an emergency operation on my dominant hand. On occasion the product would not start or stop during a treatment, finally it stopped altogether. I followed directions in cleaning exactly as indicated on directions, also reset it several times with a paper clip and recharge for days, still not working. I am so disgusted that I spent so much money and the product was totally disabled so quickly. I treated my NuFace like it was a newborn baby and saw some slight improvements in areas of my face, but frankly, it's not worth the money to use a product for two months and pay that high price. I have called the service department for over two weeks and never had my phone calls answered or spoke to a human being. Frankly, I want a new one or my money back. Disgusted! This information needs to get out before more people purchase the product.

I'm very disappointed with my face device. I notice a nice difference in my face after using it. The problem is, it died on me today after only 2 months of use. It acted kind funny last night when I was using it. It was sending out extremely strong pulses & had to be turned down very low. I thought ,I thought my face was just being overly sensitive but it must have been the device. It is deader than a door nail today. I paid $320 for my device.

Hello,
We have been in contact with [redacted] and have sent a new device to replace the missing one claimed. This shipment was expedited and is expected to be received by [redacted].
If you have any additional questions or concerns, please feel free to reach out to me directly.
Thank you!...

[redacted] Compliance [redacted]

Customer was shipped and has received (2) replacement devices on 10/22 at no charge as requested.
Best Regards,
[redacted]

Review: I bought a NuFace Trinity from Skinstore.com, an authorized reseller for the product, for over $300 last December. After using it for about six months, I noticed that the battery drains faster and faster and I can get less usage from each battery charge. About one month ago, a fully charged battery only yield one use even though there was only a day or two between each use. Starting from three weeks ago, the device beeps on its own in the craddle. Even after charging it for a whole day, it only gives a short beep and won't start.

Since it is still under one year warrenty, I hope to have it fixed or replaced. I tried to call the customer service at (888) 360-9171, but was told that this number is no longer in use. Then I tried the local number listed on the website 760.734.4545 without any luck. From the constant promotional emails from the company and the updates on the website, I can only assume that they are still in business. From a customer's point of view, this is not a good practice to conduct business.Desired Settlement: Before the device went bad, I was quite happy with it and won't mind having it fixed or replaced. With the horrible experience with the customer service, I now have no confidence in this company or its product. At this point, I just want my money back.

Business

Response:

Customer has been contacted and informed that the cause of the telephone issue was a temporary service interruption caused by our service provider. The issue was resolved in a matter of hours in the same day of the incident. Customer has been notified to contact our customer service department arrangements for the repair of the device.

Best Regards,

Review: I purchased a petal pink NuFace trinity approx. 10 months ago from an authorized online seller of Nuface's and the on/off switch has been malfunctioning for about 2 months now. I tried to reboot/reset the device many times as Nuface website suggests but that didn't help much either. I emailed Nuface a week ago but received no response. I emailed again...this time Nuface replied and asked me to ship the device back, but the shipping charges on both ways (back and forth) are on me.

I paid $325 for this thing and now I have to pay extra to get it replaced under the warranty?! Not a great customer support experience. I'm disappointed actually. Out of curiosity, I looked up the Internet to see if it is just me who got a short straw and found out that this on/off switch malfunction is an known issue. Sigh.Desired Settlement: I'm seeking a free replacement or a full refund and Nuface needs to bear all the related expenses.

Business

Response:

Customer has been contacted and notified that the return shipping charges will be waived. There will be no charges to the customer since the device is under warranty.

Best Regards,

Review: I purchased two NuFace Trinity in December 2012, from skinstore.com, which is one of the authorized seller of NuFace. My friend and I used them for three months. Then my device started to be out of order: the on/off switch didn't work any more and it will make 'beep' noises from time to time which can not to cease. I did try to reset the machine, but still I was not able to turn it on even I fully charged it.Later soon, the other one got exactly the same problem. I contact NuFace, they expressed that I need to pay for my own shipping to send the product back within the 1 year warranty. I also need to pay for an additional $12.99 for their shipping. The NuFace Trinity cost $325, why consumers still need to pay extra more for their defective product. Later I searched online and found that this was kind of an known issue, I am not the only unlucky one. Some of consumers said online that they got the same defective product, and after exchange/fix, 1-2 months later, the NuFace Trinity broke down again.

http://reviews.skinstore.com/7554/17668/nuface-trinity/reviews.htm

NuFace Trinity Review #8reviewOverall Rating Price/Value Ease of Use bad waranty -March 17, 2012

This item costs $325. I called the company. First they made me go through a reset procedure that required putting a paper clip inside the machine while it was still plugged in - not too safe - and when that didn't work, they make you fill out a form, produce your receipt, and then pay not only for your own shipping, but an additional $12.99 for their shipping. So, in addition to the inconvenience, I'm having to pay them due to their malfunctioning expensive product. That's no way to treat a customer. The quality issues made us so disappointed and lost of confidence.Desired Settlement: Here I am asking a refund. If this issue exist in the majority of their product, PLEASE, don't sell NuFace Trinity to the market. And if this is a small subset, NuFace should take the responsibility for all the related shipping cost. replace it for free. And need to bear all the cost if the replacement still defective.

Business

Response:

Hello,

Review: I have purchased (2) NuFace Trinity facial toner devices, nearly $300.00 each. The first device was purchased in 12/31/2012 and the second in 4/29/2013 as a backup. The reason I purchased the backup was that the original device failed due to a problem with the on-off switch soon after the one year warranty expired. I had to pay for the shipping and repair on the first device and decided to purchase a second device as a backup. Both devices have now failed with the same problem and I called Carol Cole on 10/13/2014 to register a complaint and asked for a call back. I don't want to keep paying to have a $300.00 device fixed because I feel the product is defective, the longest I have been able to keep one running is one year, which is the length of the warranty. It is clear to me that this product has a problem as evidenced by the postings in Revdex.com and all over the web where they are sold. Carol Cole needs to get a model that works (resolve the switch issue) and then re-issue the device to all users that have purchased and complained about the problem in question (switch). I'm not asking for my money back, I'm asking for a product that works and is durable.

Secondly, there is also a problem with the durability of the case, it cracks at the place where the screws hold the two external plastic shells in place, this needs to be fixed as well.Desired Settlement: A free device (2) that does not experience a power switch problem for three years given the cost of this device. If the switch cannot be permanently fixed I want a free device every year for three years times (2). I will not accept the postage pay and return model for repair model they have today. I will accept a full refund regardless of where I purchased the device.

Business

Response:

Customer was shipped and has received (2) replacement devices on 10/22 at no charge as requested.

Best Regards,

Review: I ordered two nuface classics on May 28th 9:05pm and my order number is [redacted]. I received the package sent out by the company yesterday, but inside the package there is only one nuface classic instead of two I ordered. I tried to contact them immediately after I found out this issue. I called their customer service number [redacted] several times yesterday and today but nobody picks up. I also left voice mails yesterday and today, but nobody has called me back yet. In addition, I sent them emails using their online contact form, but nobody responded either.Desired Settlement: I will be travelling after Jun 13th, so I want the missing nuface classic delivered to me before Jun 13th. Otherwise I would like to have a refund for the product I didn't receive, which will be 99 dollars.

Business

Response:

Hello,

We have been in contact with [redacted] and have sent a new device to replace the missing one claimed. This shipment was expedited and is expected to be received by [redacted].

If you have any additional questions or concerns, please feel free to reach out to me directly.

Thank you! [redacted] Compliance [redacted]

Review: I had placed an order with [redacted] at the Face and [redacted] in [redacted] on Aug 24th. No communications were made after the transaction. I did not receive any correspondance - paperwork from the expo, order confirmation, tracking information nor invoice. I had checked with them a month later after seeing the charges on my CC to find out the product had shipped but was never delivery. They claimed it was signed for by the company but the company had search high and low and and no sight of the delivery. [redacted] are refusing to rectify the situation.Desired Settlement: Please ship the products or issue a refund.

Business

Response:

The package in question was delivered by [redacted] on 8/28 and was misplaced by the mail room at the work place where it was delivered. On 10/8 the package was located by mail room personnel and delivered to the attention on the shipment ([redacted]). The customer was notified of this but we have received no further communication.