Folica, Inc.

Complaint: ***
I am rejecting this response because:
Regards,
***

The order was placed online on 4/27/ It was in the complainant’s name and his address for the shipping and the billing The package shipped out on 4/27/ On 4/29/we had the first contact from the complainant
"line-height: 1em;"> The package was already in transit and could not be stopped as we ship using a basic service We advised the complainant to file a charge back with his credit card company which he did We have blocked the account and our Accounting Department is working with his credit card company on this complaint

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to mePlease mail it to the following address:
*** ***
*** *** *** *** ***
*** ** ***
Regards,
*** ***

We are sorry that the customer was upset that her Gift With Purchase was cancelled from her order due to the item being out of stock. We had a certain amount set aside for the promotion and when we ran out the Gift With Purchase was discontinued. We are sending her a bottle of the
Theorie Helichrysum Nourishing Shampoo at no charge to her since we now have it back in stock

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards

We have submitted all required information to the credit card company It is solely up to them at this point to grant a refund or not We have done our due diligence After the order had shipped to the address given in the complaint we were contacted When we were informed that the card holder was claiming that this was fraud we blocked this account The address will never receive another package from our company

Complaint: [redacted]
I am rejecting this response because:
The company went back and forth on their response. The dryer broke almost immediately after purchase. It was a gift, and I did not make my daughter aware of the fact that it had broken at the time. Customer service said that was fine, and they understood. They would replace it anyway. Regarding the rollers, the fact that they were on sale should not nullify the warranty. They are to replace it with a comparable alternative. Two weeks ago, they were going to send the new dryer and figure out the replacement for the rollers. After the weekend, they changed their mind and they were just going to refund $75. Then they were going to send the dryer and $15 for the rollers. Then $75. By Friday they said that they would give a $75 refund for both items, and said that was generous, since they knew I no longer had the dryer.. And now it is Monday, and they will only give the refund if she could produce the items, and send them back (they have a $10 fee, plus shipping, $10/ea). We already discussed how that was more than the cost of the rollers in the first discussion we had, which is why they agreed we did not have to send those back, and they had agreed to not sending back the dryer since I had donated or tossed it without telling my child. So basically, at this point, they have gone back on all of their agreements, and violated their initial warranty. Very bad business. Very unethical.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
They are falsely responding to my complaint. They did send a flat iron  on 4/16/2013, to replace the item on 1/27/2012, however that one broke on 12/1/2013. I wasn't in a hurry to resend it back, because I was under the impression, I had 2 years from when I received the replacement.  I had a back up using one that I had purchase on 11/26/2012 (Order Number [redacted]). When looking into the warranty in January 2014, I realized I was incorrect in my assumption. I sent the defective product on 1/22/2014, [redacted] tracking # [redacted], which I have attached tracking label. This was sign for by [redacted] on 1/27/2014 at 11:05am. I have also attached a PDF from [redacted]. On 1/27/2014, Folica contacted me via email, and telephone, because the card I had on file was expired. I have also attached this email. I gave them updated information and they charged my card the warranty fee. On 1/29/2014, a replacement was sent out 1/29/2014 [redacted] tracking [redacted]. When I received the item, the item did not work. I called Folica and was told, my warranty was now voided. I would like a full refund to replace product from another source$59.99, plus the $9.95 warranty fee, and $8.61 shipping charges totaling $78.550
Regards,
[redacted]

Once you have filed a chargeback it is up to the credit card company to decided the outcome.  The package was sent to the name and address listed on the complaint.  We have since blocked this account.  The customer has gone to the credit card company.  Now it is solely up to the credit card company to decide the outcome.

Complaint: [redacted]
I am rejecting this response because:awaiting refund. It is up to Folica to issue the refund per [redacted].
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: on the website it says if folica no longer carries the item under warranty, they will let you choose, assist you in choosing a comparable item. I used a bunch of coupon codes for my items, so would not be able to get them at this price if they give me a simple refund. Thus I would want the replacement as offered under the warranty. Since they do not have the exact item, I would like comparables. I tried to find the most similar.
for the [redacted] Heat Rollers, Set of 20 $59.99 value
I want: [redacted], Set of 20 $64.99 value (on sale for $60)
--
for the [redacted] Hair Dryer, $100 value
I want [redacted], sale $100
      Or [redacted] $159 (with a 20% off code offers20).
thank you.
Regards,
[redacted]

[redacted] I sincerely apologize for the confusion with your purchase. I have reviewed the features listed on site and personally checked the irons that we have in stock. The description on site in inaccurate and we do not have the digital LED iron available for you. We are correcting the...

information on the site and we would like to extend the promotion for you on a different item of your choice if you would like to exchange it for another brand. I see that a return label has been sent out for you. Please let us know if you would like to return your purchase or take advantage of the exchange.

The [redacted] shows the package did deliver on 1/20/2015.  We are sorry that the customer did not receive it. We received an email from the customer today and have responded to her.  We have offered to reship the package to the customer and are awaiting her response.

Complaint: [redacted]
I am rejecting this response because:
Again, their statements are false. Below I made a simple timeline of events, I originally thought I gave too little information, I try to detail it out, but that was unsuccessful as well. Please see down below a time line. The product sent out 1/29/2014 DID NOT WORK.  Documentation was received to prove this time line on my second email in PDF.
1/27/2012: Original Purchase
4/16/2013: Replacement Sent  (credit card charged the warranty replacement fee)
01/29/2014: Replacement Sent for the replacement (credit card charged the warranty replacement fee)
Open box on 2/6/2014. I used it the next morning and IT DID NOT WARM UP OR WORK. Product sent on 01/29/2014
Regards,
[redacted]

Dear [redacted],
I apologize that you are upset with the response, however, none of the information is false. Your warranty continues from the original purchase date. Warranty does not renew when you get a replacement item. The easiest way to explain is that if your warranty renewed, everything would have a lifetime warranty, which is not the case.
The warranty on order [redacted], for a Solia 1 1/4 inch flat iron, with the original purchase date of 1/27/2012, has expired. Order [redacted], for the Purple Solia flat iron was purchased on 11/23/2012 and is still covered under November of 2014. If the Purple iron is the one that you are having an issue with, then a replacement is not an issue but no refunds are issued after 30 days from the original purchase date.
For your original order, [redacted], we will still honor the offer made for an extended warranty replacement for the $39.95 fee.
Sincerely,
Folica Management

Because the customer is unhappy with the product, we are willing to refund his full purchase price of $560.00.  He claims we charged him $60.00 for six $10.00 replacement fees.  What we actually charged him was...

two $9.95 replacement fees for a total of $19.90, which we will also refund in full.  Regarding his request to be reimbursed $120.00 for what he claims to have had paid to ship the dryer back to us, we are requesting the customer supply documentation for these fees

Dear Ms. [redacted],   We do apologize that this complaint went unanswered.  We refunded Ms. [redacted]’s  [redacted] that she used when she purchased the order $23.50 today.  She should see that refund within 72 business hours.   We hope this...

will satisfy any issues we have with the Revdex.com.  Please let me know if there is anything further that you need from us in order to restore our good standing with the Revdex.com.   Sincerely, Eileen Customer Service folica.com- it’s all about the hair

I apologize that you had trouble with the Recycle program. Please keep in mind that customer service is always available to provide more detailed instructions on how to use a promotion before you place your order. I do see that you were refunded $40 for the Recycle program on the order...

cited in the complaint, [redacted]. We also noted the receipt of your recycle item in April. Your order for the Barbar dryer and the Twin Turbo dryer were purchased on December 28th and January 7th. We do have a 30 day return policy. It was also noted that there was a second item in the box but there was no paperwork or requests in the box, so it was returned to you since it was past the 30 days and the returns department was unsure how to proceed. Since it has now been 6 months since the purchases were made, we are unable to offer a refund for the purchases. However, your items are still covered under warranty and can be replaced. If you do not want both dryers, we can also offer you a store credit on one of the purchases as a courtesy although a significant period of time has passed since the purchase date. Please inform us if you would prefer a replacement or a store credit so that we may provide you with the proper return instructions to help your transaction go smoothly.

Dear [redacted],
I do apologize for the trouble that you had with your flat iron but the warranty goes from the original date of purchase. Your original purchase was made on 1/27/2012 and that item was replaced for you under your warranty on 4/15/2013. Your warranty expired in January of...

2014. Warranty does not renew when your item has been replaced. Should you need to utilize your warranty, it is replaced under the original warranty guarantee that you were given when you purchased.
Unfortunately, at this time we will be unable to offer you a replacement under the expired warranty. We can offer you an extended warranty replacement but it is a one time replacement with no additional warranty after the warranty has expired and it will be a $39.95 fee. We also have a recycle program offering $40 off a new purchase of $79.99 or more and since this is a new purchase, it has a brand new warranty. You can view more details about it here: www.folica.com/recycle
Again, I apologize for the confusion with the warranty policy and any inconvenience this may have caused you.
Sincerely,
Folica Management

Dear [redacted],
I apologize for the trouble that you had with your product. I see that on 1/20/14 a customer service supervisor issued a refund to your paypal account and sent a prepaid label to you to return the damaged item. Please let us know if there's anything else that you needed...

assistance with regarding this order.
Thank you,
Folica Management