Cry Baby

This letter is written in response to a Complaint filed by [redacted] (# [redacted] ) via letter dated June 12, We have attempted to work with Ms [redacted] to help her with the application of our Product, as well sending her free additional product and also to explain our return policy.Our company manufactures and sells a Semi-Permanent Mascara System to licensed beauty professionalsOur Full Professional Kit has all the items and tools necessary to do approximately applicationsThis Pro Kit is $and requires attendance at a Certification Class which we offer OnlineWe generally charge $for the Online Training Class, however [redacted] took advantage of a special promotion we had and received Online Training Free with purchase of our Pro Kit.RESPONSE TO COMPLAINTUnfortunately, [redacted] is not entitled to a refund.Our Refund Policy is discussed in our Consent for Sale and Waiver of Liability, which we require every professional to read and sign at the outset of our Certification ClassThe form details the duties and responsibilities of becoming a Certified Cry Baby Specialist as well as our specific return policy.The operative section of the Form states:PRODUCT RETURN/EXCHANGE - CLAIM OF DEFECTIf the Buyer (You) determine that product(s) shipped to you are defective, e-mail CRY BABY CULTURE Customer Service within ten (10) days of receipt (customerservice@ [redacted] ) or call (602) 628-You will be given a return authorization number (RA#)The product must be returned to CRY BABY CULTURE, Attn: Customer Service, E Chandler Blvd#110/203, Phoenix, Az within seven (7) days after receiving your RA#, and enclosed with: 1) the RA# 2) explanation of claim of defect and 3) your request for exchange or refundCRY BABY CULTURE reserves the right to either replace defective product or provide a refund of the purchase price upon receipt of defective product.PRODUCT RETURN/EXCHANGE- FOR ANY REASONFor hygienic and quality control reasons, CRY BABY CULTURE can not accept returns of any individual product after packaging has been opened or unsealed.Due to the limited shelf life of the coating, only unopened/sealed packages returned within days of receipt will be accepted for a refund of Buyers purchase price less a 25% restocking fee and shipping charges[redacted] purchased her Pro Kit on October 13, We asked if she wanted to take the class on Monday October (we only train live on Mondays)She wasn’t able to attend that dayShe also stated that her Mondays were “packed” so she wanted another dayShe picked a “live” class on Monday November 3, 2014.We generally mail the Pro Kits out prior to attending a class; however it is not required for class attendanceI learned from our shipping department that there was a delay in shipping her Pro Kit as we waited for a new shipment of a Lash Coating, a key component of the Pro Kit I told her I would send a free “pre-mixed” version of the Coating to her with the Pro Kit so she could get it without waiting longerWe mailed her Pro Kit to her on November 14, 2014.Since it was appearing difficult to arrange a “live” class with our schedules, I agreed to send [redacted] a “recorded version” of our class on December 8, 2014.On January 12, [redacted] expressed dissatisfaction with the Coating and inquired if a refund would be allowed if she was dissatisfiedI responded on January that we couldn’t take returns on used product, and told her I would send her another bottle of regular coating which we did on Feb 4.On Feb 21, she said that she was still unhappy, so we sent a brand new bottle of Coating on Feb I also reminded her that she should do a minimum of to friends/family/coworkers to practiceShe admitted that she had only done applications.We have tried to work with ***Technically, she had until November 16, to return the Product she felt was defective She didn’t return itRather we simply agreed to send her out not 1, but replacement ProductsShe still wasn’t satisfied.We would be happy to work with [redacted] by letting her take more training classes, free of charge We even would be willing to set up a free, online live private session with [redacted] to discuss the product and how to apply it properly to avoid the p***lem she is havingWe know that the “Clumpy” mascara result she mentions is a result of operator error, not the product itself.We have sold the product to over salons and spas, including very high end salons, and we know that the product works as advertisedOur Product has received accolades, including being named “Best of Beauty” by [redacted] Magazine in 2011.As is the case with the majority of professional-only beauty products, our company has a No Return Policy on opened productsThis is clearly explained in the training class as well as the associated forms discussed at the beginning of the training.Sincerely, [redacted] ***Director of Sales & Marketing Cry Baby Culture LLC

This letter is written in response to a Complaint filed by *** *** (#***) via letter dated June 12, We have attempted to work with Ms*** to help her with the application of our Product, as well sending her free additional product and also to explain our return policy.Our
company manufactures and sells a Semi-Permanent Mascara System to licensed beauty professionalsOur Full Professional Kit has all the items and tools necessary to do approximately applicationsThis Pro Kit is $and requires attendance at a Certification Class which we offer OnlineWe generally charge $for the Online Training Class, however *** took advantage of a special promotion we had and received Online Training Free with purchase of our Pro Kit.RESPONSE TO COMPLAINTUnfortunately, *** is not entitled to a refund.Our Refund Policy is discussed in our Consent for Sale and Waiver of Liability, which we require every professional to read and sign at the outset of our Certification ClassThe form details the duties and responsibilities of becoming a Certified Cry Baby Specialist as well as our specific return policy.The operative section of the Form states:PRODUCT RETURN/EXCHANGE - CLAIM OF DEFECTIf the Buyer (You) determine that product(s) shipped to you are defective, e-mail CRY BABY CULTURE Customer Service within ten (10) days of receipt (customerservice@***) or call (602) 628-You will be given a return authorization number (RA#)The product must be returned to CRY BABY CULTURE, Attn: Customer Service, E Chandler Blvd#110/203, Phoenix, Az within seven (7) days after receiving your RA#, and enclosed with: 1) the RA# 2) explanation of claim of defect and 3) your request for exchange or refundCRY BABY CULTURE reserves the right to either replace defective product or provide a refund of the purchase price upon receipt of defective product.PRODUCT RETURN/EXCHANGE- FOR ANY REASONFor hygienic and quality control reasons, CRY BABY CULTURE can not accept returns of any individual product after packaging has been opened or unsealed.Due to the limited shelf life of the coating, only unopened/sealed packages returned within days of receipt will be accepted for a refund of Buyers purchase price less a 25% restocking fee and shipping charges.*** purchased her Pro Kit on October 13, We asked if she wanted to take the class on Monday October (we only train live on Mondays)She wasn’t able to attend that dayShe also stated that her Mondays were “packed” so she wanted another dayShe picked a “live” class on Monday November 3, 2014.We generally mail the Pro Kits out prior to attending a class; however it is not required for class attendanceI learned from our shipping department that there was a delay in shipping her Pro Kit as we waited for a new shipment of a Lash Coating, a key component of the Pro Kit I told her I would send a free “pre-mixed” version of the Coating to her with the Pro Kit so she could get it without waiting longerWe mailed her Pro Kit to her on November 14, 2014.Since it was appearing difficult to arrange a “live” class with our schedules, I agreed to send *** a “recorded version” of our class on December 8, 2014.On January 12, *** expressed dissatisfaction with the Coating and inquired if a refund would be allowed if she was dissatisfiedI responded on January that we couldn’t take returns on used product, and told her I would send her another bottle of regular coating which we did on Feb 4.On Feb 21, she said that she was still unhappy, so we sent a brand new bottle of Coating on Feb I also reminded her that she should do a minimum of to friends/family/coworkers to practiceShe admitted that she had only done applications.We have tried to work with ***Technically, she had until November 16, to return the Product she felt was defective She didn’t return itRather we simply agreed to send her out not 1, but replacement ProductsShe still wasn’t satisfied.We would be happy to work with *** by letting her take more training classes, free of charge We even would be willing to set up a free, online live private session with *** to discuss the product and how to apply it properly to avoid the p***lem she is havingWe know that the “Clumpy” mascara result she mentions is a result of operator error, not the product itself.We have sold the product to over salons and spas, including very high end salons, and we know that the product works as advertisedOur Product has received accolades, including being named “Best of Beauty” by *** Magazine in 2011.As is the case with the majority of professional-only beauty products, our company has a No Return Policy on opened productsThis is clearly explained in the training class as well as the associated forms discussed at the beginning of the training.Sincerely,*** ** *** ***Director of Sales & Marketing Cry Baby Culture LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have copied the emails to and from Mr*** belowMr*** takes over a week to answer some and then by the end of our conversation stops answering me completly when I let him know I am not a satisfied client.I recieved the product on the 13th of December, after trying several applications that were very clumpy that is when I sent my first email.:Hi ***,I have now tried two applications now, and both have been extremely clumpy while applyingI know I was given the pre mixed mascara and maybe the issueI was wondering What other options there would be, The mascara seems to pull as soon as I apply it to the lashes, because it's so thick and clumpyThat is without going over the lashes multiple times, it is clumpy as soon as I apply it to the lashThanks for time!Sent from my iPhone On Dec 16, 2014, at 10:AM It took Mr*** a week to get back to me. Hi ***,I am sorry the Pre-Mix is giving you "clumply" results. I will send you a new Bottle of Coating today. Did you get Fibers in your Kit? (It is a round jar, and says "Fab Fibers). You need to mix a VERY small amount of Fibers into your Coating.Let me know if you have more questions.Thanks,***On Dec 26, 2014, at 11:AM, *** *** I waited weeks for the new fibers Mr*** said he was sendingFinally on Jan. I sent a message to see if he sent the new fibers.*** ***1/12/15***, I was just wondering if you had shipped the new fibers so I could try them out and see if I like that any betterIf I am still not satisfied with the product and results, am able to return any unused product for a refund? Thank you.Sent from my iPhoneWith no response from Mr*** again, over another week went by and I emailed him again.*** ***1/20/15Hi ***, I haven't heard back from you from my last email, I was just checking in and wondering if you had got itIf not I was wondering if it is possible to return the products for a refund if we are not satisfiedI tried again to use the original kit given to me and the application was extremely clumpyAlso I know you mentioned about possibly sending another product that you thought would work betterI just wanted an update to see if you sent it yetThank you!Sent from my iPhoneHi ***,I am so sorryI forgot to send you the new bottle of Coating. I will do so tomorrow I promise. You need Fibers too, correct? I will send both.Thanks,***Tue, Jan 20, at 5:PM, *** *** wrote:That's okay and thanks ***Yes I would need bothI was curious though, if we are still not happy with the products after giving it another try with the new fibers, would we be able to get a refund? Thank you!Sent from my iPhoneOn Jan 20, 2015, at 6:PM, *** *** wroteWe really can't take returns on professional products other than "defective" products. I really think you will like it...I promise the new bottle will be way better new. Re: Mascara*** *** 2/20/To: *** ***,How many applications have you done total? Remember, we suggest you to to 10 friends/family/coworkers before you start charging clients. Try not adding many fibers (or even none at all). When it is clumpy on the lashes, try a fresh, clean wand to roll through and clean out the clumpsDo you apply regular mascara to clients often? Do you find it more clumpy than regular mascara?Watch the self application video again to see how to clean it up.Thanks,***On Fri, Feb 20, at 6:PM, *** *** wrote:Hi ***,I have been using the new product sent and have done applications with it over the past few weeksI haven't charged for services yet because I wanted to be completely satisfied with the resultsI still am notThe application is still very thick and clumpyI have followed instructions to a tea and it's just very frustrating to pay hundreds of dollar and then not even feel comfortable enough to put it on my service menuI am not satisfied with the product and would like some sort of refund pleaseI have tried it many times and I don't think it's me, I think it is the productI hope we can come to some agreement for the productThank you.Sent from my iPhone*** ***2/21/15To: *** ***I have done 8 applications so far on different friends and family ranging from all agesI am a makeup artist as well so yes I do normally apply mascara and it is much smoother and not as clumpyI have been usingFresh wands before you suggested that because it was so clumpy and minimal fibersI have tried numerous times, maybe my product is defective? It really does not work well and *** I have tried all of your suggestions and none have helped to the point where people like the applicationI am an unsatisfied client and would be glad to ship the product back to you if you would like when I receive my refund. Sent from my iPhoneOn Feb 21, 2015, at 4:PM, *** *** wrote:We just got a new shipment of Coating. I will send you a new bottle and see if it makes a difference for you.3/16/15 To: *** ***Hi *** I recently got your new shipment and tried that out again on several peopleThey had complaints of pulling of the lashes a few days after, and the application though not as bad as the first time with the premixed solution was still very clumpyThis whole process really hasn't been pleasant and as a client who has tried and carries many brands of products at our salon, cry baby is not one I would have clients pay forThe application is clumpy, clients complain of pulling and really just isn't working for usI would like a refund pleaseI don't think this is being handled how it should be, I have told you from months ago I am not satisfied with these products and nicely you send more, but the product just isn't high quality and cannot be sold at our salon I am going to return the kit and will be awaiting a refund since we are highly dissatisfiedHaving returned the product for a refund, If no refund is received I will need to file a report with the Revdex.com. Then there was no response from Mr***He stopped answering me completelyI think a refund is just in this situation because I did start emailing Mr*** that there were issues with the product before the day return policyHe took over days to answer the message and by the time he answered it was “too late” for my refund for defective productI think the delayed fashion of many of the email responses were wrong from Mr***Also he stated they would only take product back if “defective.” I would hope that mine was defective and hope that they are not selling product like that to other interested Estheticians only for them to realize that the product is not what they were promised.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have copied the emails to and from Mr. [redacted] below. Mr. [redacted] takes over a week to answer some and then by the end of our conversation stops answering me completly when I let him know I am not a satisfied client.I recieved the product on the 13th of December, after trying several applications that were very clumpy that is when I sent my first email.:Hi [redacted],I have now tried two applications now, and both have been extremely clumpy while applying. I know I was given the pre mixed mascara and maybe the issue. I was wondering What other options there would be, The mascara seems to pull as soon as I apply it to the lashes, because it's so thick and clumpy. That is without going over the lashes multiple times, it is clumpy as soon as I apply it to the lash. Thanks for time!Sent from my iPhone On Dec 16, 2014, at 10:33 AM It took Mr. [redacted] a week to get back to me. Hi [redacted],I am sorry the Pre-Mix is giving you "clumply" results.  I will send you a new Bottle of Coating today.  Did you get Fibers in your Kit? (It is a round jar, and says "Fab Fibers).  You need to mix a VERY small amount of Fibers into your Coating.Let me know if you have more questions.Thanks,[redacted]On Dec 26, 2014, at 11:52 AM, [redacted] <[redacted]>  I waited weeks for the new fibers Mr. [redacted] said he was sending. Finally on Jan. 12 I sent a message to see if he sent the new fibers.[redacted]1/12/15[redacted], I was just wondering if you had shipped the new fibers so i could try them out and see if I like that any better. If I am still not satisfied with the product and results, am able to return any unused product for a refund? Thank you.Sent from my iPhoneWith no response from Mr. [redacted] again, over another week went by and I emailed him again.[redacted]1/20/15Hi [redacted], I haven't heard back from you from my last email, I was just checking in and wondering if you had got it. If not I was wondering if it is possible to return the products for a refund if we are not satisfied. I tried again to use the original kit given to me and the application was extremely clumpy. Also I know you mentioned about possibly sending another product that you thought would work better. I just wanted an update to see if you sent it yet. Thank you!Sent from my iPhoneHi [redacted],I am so sorry. I forgot to send you the new bottle of Coating.  I will do so tomorrow I promise.  You need Fibers too, correct?  I will send both.Thanks,[redacted]Tue, Jan 20, 2015 at 5:24 PM, [redacted] <[redacted]> wrote:That's okay and thanks [redacted]. Yes I would need both. I was curious though, if we are still not happy with the products after giving it another try with the new fibers, would we be able to get a refund? Thank you!Sent from my iPhoneOn Jan 20, 2015, at 6:36 PM, [redacted] <[redacted]> wroteWe really can't take returns on professional products other than "defective" products.  I really think you will like it...I promise the new bottle will be way better new.  Re: Mascara[redacted] 2/20/15 To: [redacted],How many applications have you done total?  Remember, we suggest you to 5 to 10 friends/family/coworkers before you start charging clients.  Try not adding many fibers (or even none at all).  When it is clumpy on the lashes, try a fresh, clean wand to roll through and clean out the clumps. Do you apply regular mascara to clients often?  Do you find it more clumpy than regular mascara?Watch the self application video again to see how to clean it up.Thanks,[redacted]On Fri, Feb 20, 2015 at 6:17 PM, [redacted] <[redacted]> wrote:Hi [redacted],I have been using the new product sent and have done 4 applications with it over the past few weeks. I haven't charged for services yet because I wanted to be completely satisfied with the results. I still am not. The application is still very thick and clumpy. I have followed instructions to a tea and it's just very frustrating to pay hundreds of dollar and then not even feel comfortable enough to put it on my service menu. I am not satisfied with the product and would like some sort of refund please. I have tried it many times and I don't think it's me, I think it is the product. I hope we can come to some agreement for the product. Thank you.Sent from my iPhone[redacted]2/21/15To: [redacted]I have done 8 applications so far on different friends and family ranging from all ages. I am a makeup artist as well so yes I do normally apply mascara and it is much smoother and not as clumpy. I have been usingFresh wands before you suggested that because it was so clumpy and minimal fibers. I have tried numerous times, maybe my product is defective? It really does not work well and [redacted] I have tried all of your suggestions and none have helped to the point where people like the application. I am an unsatisfied client and would be glad to ship the product back to you if you would like when I receive my refund. Sent from my iPhoneOn Feb 21, 2015, at 4:36 PM, [redacted] <[redacted]> wrote:We just got a new shipment of Coating.  I will send you a new bottle and see if it makes a difference for you.3/16/15 To: [redacted]Hi [redacted] I recently got your new shipment and tried that out again on several people. They had complaints of pulling of the lashes a few days after, and the application though not as bad as the first time with the premixed solution was still very clumpy. This whole process really hasn't been pleasant and as a client who has tried and carries many brands of products at our salon, cry baby is not one I would have clients pay for. The application is clumpy, clients complain of pulling and really just isn't working for us. I would like a refund please. I don't think this is being handled how it should be, I have told you from months ago I am not satisfied with these products and nicely you send more, but the product just isn't high quality and cannot be sold at our salon.  I am going to return the kit and will be awaiting a refund since we are highly dissatisfied. Having returned the product for a refund, If no refund is received I will need to file a report with the Revdex.com. Then there was no response from Mr. [redacted]. He stopped answering me completely. I think a refund is just in this situation because I did start emailing Mr. [redacted] that there were issues with the product before the 10 day return policy. He took over 7 days to answer the message and by the time he answered it was “too late” for my refund for defective product. I think the delayed fashion of many of the email responses were wrong from Mr. [redacted]. Also he stated they would only take product back if “defective.” I would hope that mine was defective and hope that they are not selling product like that to other interested Estheticians only for them to realize that the product is not what they were promised. 
Regards,
[redacted]

This letter is written in response to a Complaint filed by [redacted] (#[redacted]) via letter dated June 12, 2015. We have attempted to work with Ms. [redacted] to help her with the application of our Product, as well sending her free additional product and also to explain our return policy.Our company...

manufactures and sells a Semi-Permanent Mascara System to licensed beauty professionals. Our Full Professional Kit has all the items and tools necessary to do approximately 100 applications. This Pro Kit is $495 and requires attendance at a Certification Class which we offer Online. We generally charge $99 for the Online Training Class, however [redacted] took advantage of a special promotion we had and received Online Training Free with purchase of our Pro Kit.RESPONSE TO COMPLAINTUnfortunately, [redacted] is not entitled to a refund.Our Refund Policy is discussed in our Consent for Sale and Waiver of Liability, which we require every professional to read and sign at the outset of our Certification Class. The form details the duties and responsibilities of becoming a Certified Cry Baby Specialist as well as our specific return policy.The operative section of the Form states:PRODUCT RETURN/EXCHANGE - CLAIM OF DEFECTIf the Buyer (You) determine that product(s) shipped to you are defective, e-mail CRY BABY CULTURE Customer Service within ten (10) days of receipt (customerservice@[redacted]) or call (602) 628-1986. You will be given a return authorization number (RA#). The product must be returned to CRY BABY CULTURE, Attn: Customer Service, 3145 E Chandler Blvd. #110/203, Phoenix, Az 85048 within seven (7) days after receiving your RA#, and enclosed with: 1) the RA# 2) explanation of claim of defect and 3) your request for exchange or refund. CRY BABY CULTURE reserves the right to either replace defective product or provide a refund of the purchase price upon receipt of defective product.PRODUCT RETURN/EXCHANGE- FOR ANY REASONFor hygienic and quality control reasons, CRY BABY CULTURE can not accept returns of any individual product after packaging has been opened or unsealed.Due to the limited shelf life of the coating, only unopened/sealed packages returned within 10 days of receipt will be accepted for a refund of Buyers purchase price less a 25% restocking fee and shipping charges.[redacted] purchased her Pro Kit on October 13, 2014. We asked if she wanted to take the class on Monday October 13 (we only train live on Mondays). She wasn’t able to attend that day. She also stated that her Mondays were “packed” so she wanted another day. She picked a “live” class on Monday November 3, 2014.We generally mail the Pro Kits out prior to attending a class; however it is not required for class  attendance. I learned from our shipping department that there was a delay in shipping her Pro Kit as we waited for a new shipment of a Lash Coating, a key component of the Pro Kit.  I told her I would send a free “pre-mixed” version of the Coating to her with the Pro Kit so she could get it without waiting longer. We mailed her Pro Kit to her on November 14, 2014.Since it was appearing difficult to arrange a “live” class with our schedules, I agreed to send [redacted] a “recorded version” of our class on December 8, 2014.On January 12, [redacted] expressed dissatisfaction with the Coating and inquired if a refund would be allowed if she was dissatisfied. I responded on January 20 that we couldn’t take returns on used product, and told her I would send her another bottle of regular coating which we did on Feb 4.On Feb 21, she said that she was still unhappy, so we sent a brand new bottle of Coating on Feb 26.  I also reminded her that she should do a minimum of 5 to 10 friends/family/coworkers to practice. She admitted that she had only done 8 applications.We have tried to work with [redacted]. Technically, she had until November 16, 2014 to return the Product she felt was defective.  She didn’t return it. Rather we simply agreed to send her out not 1, but 2 replacement Products. She still wasn’t satisfied.We would be happy to work with [redacted] by letting her take more training classes, free of charge.  We even would be willing to set up a free, online live private session with [redacted] to discuss the product and how to apply it properly to avoid the p[redacted]lem she is having. We know that the “Clumpy” mascara result she mentions is a result of operator error, not the product itself.We have sold the product to over 300 salons and spas, including very high end salons, and we know that the product works as advertised. Our Product has received accolades, including being named “Best of Beauty” by [redacted] Magazine in 2011.As is the case with the majority of professional-only beauty products, our company has a No Return Policy on opened products. This is clearly explained in the training class as well as the associated forms discussed at the beginning of the training.Sincerely,[redacted]Director of Sales & Marketing Cry Baby Culture LLC

This letter is written in response to a Complaint filed by [redacted] (#[redacted]) via letter dated June 12, 2015. We have attempted to work with Ms. [redacted] to help her with the application of our Product, as well sending her free additional product and also to explain our return policy.Our...

company manufactures and sells a Semi-Permanent Mascara System to licensed beauty professionals. Our Full Professional Kit has all the items and tools necessary to do approximately 100 applications. This Pro Kit is $495 and requires attendance at a Certification Class which we offer Online. We generally charge $99 for the Online Training Class, however [redacted] took advantage of a special promotion we had and received Online Training Free with purchase of our Pro Kit.RESPONSE TO COMPLAINTUnfortunately, [redacted] is not entitled to a refund.Our Refund Policy is discussed in our Consent for Sale and Waiver of Liability, which we require every professional to read and sign at the outset of our Certification Class. The form details the duties and responsibilities of becoming a Certified Cry Baby Specialist as well as our specific return policy.The operative section of the Form states:PRODUCT RETURN/EXCHANGE - CLAIM OF DEFECTIf the Buyer (You) determine that product(s) shipped to you are defective, e-mail CRY BABY CULTURE Customer Service within ten (10) days of receipt (customerservice@[redacted]) or call (602) 628-1986. You will be given a return authorization number (RA#). The product must be returned to CRY BABY CULTURE, Attn: Customer Service, 3145 E Chandler Blvd. #110/203, Phoenix, Az 85048 within seven (7) days after receiving your RA#, and enclosed with: 1) the RA# 2) explanation of claim of defect and 3) your request for exchange or refund. CRY BABY CULTURE reserves the right to either replace defective product or provide a refund of the purchase price upon receipt of defective product.PRODUCT RETURN/EXCHANGE- FOR ANY REASONFor hygienic and quality control reasons, CRY BABY CULTURE can not accept returns of any individual product after packaging has been opened or unsealed.Due to the limited shelf life of the coating, only unopened/sealed packages returned within 10 days of receipt will be accepted for a refund of Buyers purchase price less a 25% restocking fee and shipping charges.[redacted] purchased her Pro Kit on October 13, 2014. We asked if she wanted to take the class on Monday October 13 (we only train live on Mondays). She wasn’t able to attend that day. She also stated that her Mondays were “packed” so she wanted another day. She picked a “live” class on Monday November 3, 2014.We generally mail the Pro Kits out prior to attending a class; however it is not required for class  attendance. I learned from our shipping department that there was a delay in shipping her Pro Kit as we waited for a new shipment of a Lash Coating, a key component of the Pro Kit.  I told her I would send a free “pre-mixed” version of the Coating to her with the Pro Kit so she could get it without waiting longer. We mailed her Pro Kit to her on November 14, 2014.Since it was appearing difficult to arrange a “live” class with our schedules, I agreed to send [redacted] a “recorded version” of our class on December 8, 2014.On January 12, [redacted] expressed dissatisfaction with the Coating and inquired if a refund would be allowed if she was dissatisfied. I responded on January 20 that we couldn’t take returns on used product, and told her I would send her another bottle of regular coating which we did on Feb 4.On Feb 21, she said that she was still unhappy, so we sent a brand new bottle of Coating on Feb 26.  I also reminded her that she should do a minimum of 5 to 10 friends/family/coworkers to practice. She admitted that she had only done 8 applications.We have tried to work with [redacted]. Technically, she had until November 16, 2014 to return the Product she felt was defective.  She didn’t return it. Rather we simply agreed to send her out not 1, but 2 replacement Products. She still wasn’t satisfied.We would be happy to work with [redacted] by letting her take more training classes, free of charge.  We even would be willing to set up a free, online live private session with [redacted] to discuss the product and how to apply it properly to avoid the p[redacted]lem she is having. We know that the “Clumpy” mascara result she mentions is a result of operator error, not the product itself.We have sold the product to over 300 salons and spas, including very high end salons, and we know that the product works as advertised. Our Product has received accolades, including being named “Best of Beauty” by [redacted] Magazine in 2011.As is the case with the majority of professional-only beauty products, our company has a No Return Policy on opened products. This is clearly explained in the training class as well as the associated forms discussed at the beginning of the training.Sincerely,[redacted]Director of Sales & Marketing Cry Baby Culture LLC

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have copied the emails to and from Mr. [redacted] below. Mr. [redacted] takes over a week to answer some and then by the end of our conversation stops answering me completly when I let him know I am not a satisfied client.I recieved the product on the 13th of December, after trying several applications that were very clumpy that is when I sent my first email.:Hi [redacted],I have now tried two applications now, and both have been extremely clumpy while applying. I know I was given the pre mixed mascara and maybe the issue. I was wondering What other options there would be, The mascara seems to pull as soon as I apply it to the lashes, because it's so thick and clumpy. That is without going over the lashes multiple times, it is clumpy as soon as I apply it to the lash. Thanks for time!Sent from my iPhone On Dec 16, 2014, at 10:33 AM It took Mr. [redacted] a week to get back to me. Hi [redacted],I am sorry the Pre-Mix is giving you "clumply" results.  I will send you a new Bottle of Coating today.  Did you get Fibers in your Kit? (It is a round jar, and says "Fab Fibers).  You need to mix a VERY small amount of Fibers into your Coating.Let me know if you have more questions.Thanks,[redacted]On Dec 26, 2014, at 11:52 AM, [redacted] <[redacted]>  I waited weeks for the new fibers Mr. [redacted] said he was sending. Finally on Jan. 12 I sent a message to see if he sent the new fibers.[redacted]1/12/15[redacted], I was just wondering if you had shipped the new fibers so i could try them out and see if I like that any better. If I am still not satisfied with the product and results, am able to return any unused product for a refund? Thank you.Sent from my iPhoneWith no response from Mr. [redacted] again, over another week went by and I emailed him again.[redacted]1/20/15Hi [redacted], I haven't heard back from you from my last email, I was just checking in and wondering if you had got it. If not I was wondering if it is possible to return the products for a refund if we are not satisfied. I tried again to use the original kit given to me and the application was extremely clumpy. Also I know you mentioned about possibly sending another product that you thought would work better. I just wanted an update to see if you sent it yet. Thank you!Sent from my iPhoneHi [redacted],I am so sorry. I forgot to send you the new bottle of Coating.  I will do so tomorrow I promise.  You need Fibers too, correct?  I will send both.Thanks,[redacted]Tue, Jan 20, 2015 at 5:24 PM, [redacted] <[redacted]> wrote:That's okay and thanks [redacted]. Yes I would need both. I was curious though, if we are still not happy with the products after giving it another try with the new fibers, would we be able to get a refund? Thank you!Sent from my iPhoneOn Jan 20, 2015, at 6:36 PM, [redacted] <[redacted]> wroteWe really can't take returns on professional products other than "defective" products.  I really think you will like it...I promise the new bottle will be way better new.  Re: Mascara[redacted] 2/20/15 To: [redacted],How many applications have you done total?  Remember, we suggest you to 5 to 10 friends/family/coworkers before you start charging clients.  Try not adding many fibers (or even none at all).  When it is clumpy on the lashes, try a fresh, clean wand to roll through and clean out the clumps. Do you apply regular mascara to clients often?  Do you find it more clumpy than regular mascara?Watch the self application video again to see how to clean it up.Thanks,[redacted]On Fri, Feb 20, 2015 at 6:17 PM, [redacted] <[redacted]> wrote:Hi [redacted],I have been using the new product sent and have done 4 applications with it over the past few weeks. I haven't charged for services yet because I wanted to be completely satisfied with the results. I still am not. The application is still very thick and clumpy. I have followed instructions to a tea and it's just very frustrating to pay hundreds of dollar and then not even feel comfortable enough to put it on my service menu. I am not satisfied with the product and would like some sort of refund please. I have tried it many times and I don't think it's me, I think it is the product. I hope we can come to some agreement for the product. Thank you.Sent from my iPhone[redacted]2/21/15To: [redacted]I have done 8 applications so far on different friends and family ranging from all ages. I am a makeup artist as well so yes I do normally apply mascara and it is much smoother and not as clumpy. I have been usingFresh wands before you suggested that because it was so clumpy and minimal fibers. I have tried numerous times, maybe my product is defective? It really does not work well and [redacted] I have tried all of your suggestions and none have helped to the point where people like the application. I am an unsatisfied client and would be glad to ship the product back to you if you would like when I receive my refund. Sent from my iPhoneOn Feb 21, 2015, at 4:36 PM, [redacted] <[redacted]> wrote:We just got a new shipment of Coating.  I will send you a new bottle and see if it makes a difference for you.3/16/15 To: [redacted]Hi [redacted] I recently got your new shipment and tried that out again on several people. They had complaints of pulling of the lashes a few days after, and the application though not as bad as the first time with the premixed solution was still very clumpy. This whole process really hasn't been pleasant and as a client who has tried and carries many brands of products at our salon, cry baby is not one I would have clients pay for. The application is clumpy, clients complain of pulling and really just isn't working for us. I would like a refund please. I don't think this is being handled how it should be, I have told you from months ago I am not satisfied with these products and nicely you send more, but the product just isn't high quality and cannot be sold at our salon.  I am going to return the kit and will be awaiting a refund since we are highly dissatisfied. Having returned the product for a refund, If no refund is received I will need to file a report with the Revdex.com. Then there was no response from Mr. [redacted]. He stopped answering me completely. I think a refund is just in this situation because I did start emailing Mr. [redacted] that there were issues with the product before the 10 day return policy. He took over 7 days to answer the message and by the time he answered it was “too late” for my refund for defective product. I think the delayed fashion of many of the email responses were wrong from Mr. [redacted]. Also he stated they would only take product back if “defective.” I would hope that mine was defective and hope that they are not selling product like that to other interested Estheticians only for them to realize that the product is not what they were promised. 

Regards,

I have reviewed the Rebuttal Response from [redacted] which you forwarded to me on July 6. I have reviewed the email string that Ms. [redacted] included therein and it shows our attempts to help her with the application as well as our efforts to send her free additional product. The fact remains that Ms. [redacted] is not entitled to a refund.Our Refund Policy is detailed in our Consent for Sale and Waiver of Liability (which was previously discussed in our Response). Ms. [redacted] claimed the initial product was defective, and we replaced it. She didn’t like the results so we sent her another bottle of Coating for free.Her last email to us on March 16 (a full 17 days after receiving the third bottle) states that she doesn’t like the product, not that the product was defective.  Unfortunately, she is not entitled to a refund because she is unable to achieve the results that the product provides.We have offered to continue providing free education to her and doing all we can do to show her that the results she is getting is due to her not applying the product correctly – it is not because the product is defective. That offer remains open.We completely stand behind our Product. Our Product was named to the prestigious “Best of Beauty” list by [redacted] Magazine shortly after our launch in 2011. If applied properly, it will achieve the exact results we advertise.As with many other professionally applied services, if the beauty professional does not apply the product correctly, the results will not be as advertised. If your stylist is unable to cut and style your hair the way you want, you don’t file a complaint against the makers of the scissors or the hair dryer. Our Product is a tool that when used properly, works perfectly. We would still love help Ms. [redacted] properly apply it.Sincerely,[redacted]Director of Sales & MarketingCry Baby Culture LLC