European Body Art

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
Regards,
*** ***
First of all yes their was paint in the cartridges because I had set them up for use but it did NOT workI spent all of one afternoon on the phone trouble shooting it and we still could not get it to workI was NOT able to use it at all!!
I can get letters from my events stating I had to cancel the face painting because I had no working equipment!! As far as the banner stand goes YES they did replace the first one which came in a damaged box and fed ex covered the damaged oneThe new one they sent snapped in a couple different places as I was hooking the last loop on!I called right away and was very honest and told them exactly what had happened and that the second one broke as I was setting it up! As for the cases the plastic covers were cloudy when they got to meI sent them back in the condition I received themMaybe they were damaged in the mail? I don't know that because I didn't get to see them after it got to them I also asked for pictures of them and never did get anyI am NOT a liar and stand behind my faithThat system was NOT used by me other then trying to get it to workI also made the comment that it was like I was sent a previously owned system!! Of course you are going to call it used because I had to set it up in order to use it and only to find out it was NOT workingThat was a lot of money not only did I pay you for it but also that I lost not being able to use itI feel I should get what I paid for it towards the trade in and reimbursed for what was leftI have been very happy with the company until nowI will NOT be told I'm lying when I'm notI would never lie if it was my fault.!! EVER! I never even brought up the paint that was ruinedOne the use of trouble shooting it and also being told to go ahead and add some water to it to see if maybe it was the paint and not the gun!! I'm not asking for any hard feelings just what I feel is rightI received a NON working system and did everything I could have with the company to get it to workThe stand sits in a box broken and has never been used
***
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We are extremely sorry for the customer’s dissatisfaction; however our position remains the sameWe
stand behind our return policy and all the steps taken to resolve this
issueOur policy clearly states that returns are only applicable to unused
products, but as a courtesy to the customer, we offered to receive the used
equipment for a 50% credit, going above and beyond our return policy
Airbrushes and compressors may seem difficult to use for
some customers, therefore, EBA strongly encourages troubleshooting and
equipment evaluations to aid our customers in getting comfortable with our
productsOur staff is well versed in all EBA products, as we too are out in
the field using them and more than happy to pass on our knowledge and
experience to the consumer
However, after a great deal of time spent helping the
customer troubleshooting and training over the phoneWe suggested that she
send in the equipment for evaluation to ensure that it is working properly
Nevertheless, the customer decided to exchange the equipment for a very
comparable product that she may find easier to use without an evaluationWhen
we did finally receive the original product back, it was clearly used and in
perfect working condition
The customer is still in possession of the replacement
system and has never complained about its function
Sincerely,
EBA Team

The customer placed the order for the equipment and claimed
that it was not functioning properlyAfter spending time troubleshooting and
going over every part of the system, the customer was still unable to get the
airbrush equipment to workShe decided to return her existing equipment in
exchange for an different type of airbrush systemUpon receiving her returned
equipment, it was shown that there was nothing wrong with the equipment she
returnedIt was apparent that her equipment was used and we noticed scratches
on the airbrush, case, and standThere was dried paint inside the cartridges
so it was obviously used by the customerEven though it was user error and quite heavily used equipment, we still accepted
the equipment and offered a 50% credit towards the purchase of eight-gun
systemPlease refer to bullet of our return policy
“(5) Product that is returned incomplete, damaged, or has been used -- if accepted -- EBA will require an additional deductionThis deduction is finalSubsequent return of missing items will not reverse the deduction.Which, shall entitle you to a full refund minus any re-stocking fee unless the product is defective or used oralternatively you can ask for an exchange for the unused product.”
As far as the banner stand is concerned, the customer
received a broken banner with her initial order, which we replaced right away at no expense to customerShe then called back
after she tried to set up the banner stand and admitted that she broke it when
trying to set it upIt is in our policy that we’re not able to replace
products that have been damaged due to user error
Please, advise, if any
additional communication is needed or if you have any other questions
Thank you,
*** ***
EBA Design Inc
***

Review: I ordered a face painting kit from European body arts along with the face paints. I set the system up to test it before my events. It was not working right so I called EBA and talked to them about it. I spent much time on the phone with [redacted] trouble shooting it and we still couldn't get it to work right so they sent me a return ticket to send it back. I was not able to send it back until I got home from being out of town that couple of weeks. When I got home I sent it back and requested the other system that was much cheaper that I had first decided I was going to purchase but the sale rep talked me into getting the Z8. I received a call from [redacted] after sending it back stating they told her the equipment was highly used and they could only give me 50% credit. I did NOT use it!! Only to test it and trouble shoot it with them over the phone! I had to cancel my face painting events and lost a lot of money by not having a working system and then they said it was highly used? The banner stand was also faulty!! When putting the banner on it, it snapped in 2 places. I called them right away on it also and they refuse to replace it!! I expressed that I felt like I got a used default system and they argued with me. I was in tears. I don't have that kind of money to throw away. It was already $1300.00 and then they charged me another $240.00 for a cheaper system and only giving me a 50% credit on a supposedly brand new system that was NOT used!! This has been effecting me mentally and physically. I have many witnesses that can tell you that I couldn't do my face paints and had to cancel them. I've done lots of business with them and have been happy until this. Can you please help me?Desired Settlement: I feel they should give me what I paid for the system not just 50% and reimburse me for the difference of the cheaper system they sent. Also they need to stand behind their product and replace the defected banner stand. It was NOT used like they claim unless they sent me a previously used system!!I am not asking for any loss money due to events I was unable to do. I just want them to stand behind their product that was NEW??Thank You,[redacted]

Business

Response: