Folica, Inc.

[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[redacted], and find that this resolution is satisfactory to me HOWEVER they need to clarify their policy and when their representatives review items for price match they need to let the customer know that prices they are sending are higher than what they actually paid with promotions. WASTE OF TIME and honestly think about returning it to Folica just because of this trouble.
Regards, [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.

Dear[redacted], While we do offer price matching, we do not offer a price matching guarantee. Price matching is at our discretion and we price match exclusively with authorized retailers like us.I have pulled all of your emails and reviewed your price match requests. I think there may...

have been some misinterpretation of our price match policy. With your discount, you paid $92.80 for your flat iron. Only one of these price match requests were for less than that. That was the price match requested with [redacted] for $90.49. I called the [redacted] manufacturer to check their credentials and unfortunately, they are not an authorized retailer and we will not price match with them. We sincerely apologize for the confusion with the price matching policy. As stated in our policy: "Price Match comparisons are based on TOTAL price, which includes product cost plus charges for shipping, handling and taxes. Excludes gift with purchase.""Excludes sale and promotional prices."I believe that the misinterpretation is here. The promotion is not applied after the price match. The price match is essentially considered to be the promotion. They are based on total price, meaning that if we sell the item for $129.99 and another authorized site sells it for $103.99, we will price match to $103.99. Promotions are not applied after that match. I hope that this helps clear up the confusion and again, we sincerely apologize for the trouble that you went through. - Folica Management

Our policy is we will refund within 30 days of date of receipt.  Now that it is almost 3 months after the purchase we will not refund but we will replace it.  To say a whole line is defective simply because of one item is not giving the line a chance.  We are offering to replace...

this item.

Complaint: [redacted]
I am rejecting this response because: yes I finally received a refund after several messages were sent and after I got two used irons in the mail. And on top of that the nearest UPS drop off is 45 minutes from me which I had to do twice and you wouldn't even entertain the idea of me exchanging for a different iron you just wanted to refund me ango away. Your customer service jjgat ley someone walk away as a customer when all they were wanting to do was exchange an item that was clearly if bad quality for something different. I am still waiting on my new flat iron to come in since I had to purchase elsewhere
Regards,
[redacted]

Dear[redacted], I apologize for the bad experience that you have had with our customer service. As far as the free trimmer, I will send that out for you for the confusion with your promotion at no additional cost to you. However, the free shipping is for Ground shipping within the Continental...

US only. Unfortunately, items need to be air shipped to Alaska so it does not qualify for the free shipping promotions although you will always receive the monetary discount. Again, we sincerely apologize for the confusion with your promo and your poor customer service experience. We hope this resolution is satisfactory for you. Sincerely, Folica Management

Revdex.com:I want to accept their offer, but I  think I need some sort of discount code with a deadline on it (at least a month beyond Christmas?) If not, how do I use their offer?   I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution WILL BE satisfactory to me when Folica finds a way to follow through on this. Also, I hope Folica will review the e-mails between their associate Stephanie and myself and require she handle requests to speak to supervision differently in the future.

We are sorry to hear that the products did not work out for you.  As both items have been discontinued by the manufacturer and we have no more stock we cannot do a warranty replacement.  We will issue a refund to you.  It is beyond the time frame to refund your original method of...

payment - [redacted].  We can either issue you a company check or if you wish to have the refund faster please call us with a credit card number and we will refund it then.

We take customer service and satisfaction very seriously at Folica.  The customer in question, whose name in [redacted] in our database, purchased the items below on 6/15/15.  She purchased the rollers for $15 on clearance, which is final sale.  The dryer was purchased for $60.   Our customer service team has been in contact with [redacted] ([redacted]) on the following dates: 4/7/15, 4/15/15, 4/20/15, and 4/21/15.  On all occasions, the customer was told that we did not have the same models for replacement.  As per our website, "If we no longer carry the item you'd like to replace, our Customer Service Team will be happy to help you find a comparable alternative.”  Given that the rollers were bought on clearance and we do not have a comparable product, we offered to refund the price of rollers.  The dryer could be replaced with the new [redacted] dryer, which retails for $130.  However, the customer was not able to produce the faulty products, but demanded replacement without returning the defective products.     We are happy to move forward with the refund/exchange above when the customer sends back the defective products.   Please let me know if you have any further questions and concerns.   Vicki

Complaint: [redacted]
I am rejecting this response because:
Thank you for trying to work this out with [redacted]. Unfortunately, they did inform me regarding the status updates through the course of investigation. May you confirm back to me once my [redacted] Card has received the refund for the unauthorized charge with Folica.com? Thank you!
Regards,
[redacted]

Dear[redacted], Folica is not affiliated with [redacted] and we are not the [redacted] manufacturer either. For this reason, we are unable accept warranty replacements for products that were not purchased through our company. Please contact [redacted] at ###-###-#### or through [redacted]. This is the contact...

information for the manufacturer and they should be able to assist you. Sincerely, Folica Management

Complaint: [redacted]
I am rejecting this response because:
Per [redacted], Folica must issue the refund since their window of investigation has closed. Myself and a [redacted] rep tried a three way conference with Folica, but business hours were closed. Therefore we need the approval to come from Folica.com.
Regards,
[redacted]

Review: I purchased a Solia Hair dryer from Folica.com about 2 years ago. It's a professional hair dryer that should've withstand continually daily usage. However, this morning caused a serious and unsafe experience. I was drying my hair when all of a sudden some sparks of fire came out of the dryer. I immediately turned it off and unplugged it. I couldn't believe that this just happened and was in disbelief. So I waited some time and tried to turn it back on with the same sparks coming out of the dryer. This is an serious matter that should be investigated and recalled by the Consumer Product Safety Commission. It is an unsafe and defective product that should be pulled off the shelf immediately before it causes harm! I reached out to Folica.com customer service to only be told there is nothing they could do! It doesn't matter if I purchased the product recently or years ago it should've never happened! I will not continue to patronage a business that disregards a customers concern or safety!Desired Settlement: I want a refund on this defective product.

Business

Response:

The Solia 1875W Hair Dryer Set was purchased on 6/**/2012. The set was $89.99 with a discount the set came to $64.52 the dryer itself was $45.37. The manufacturer has a 2 year warranty on the item. Unfortunately this item is past the warranty period. We have past on [redacted] concerns to the manufacturer. Even though the item is 6 months past the warranty period we can allow a final warranty replacement. The replacement however will offer no warranty. We cannot offer [redacted] a refund.

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,

Review: This is the review I posted on Folica.com. "First dryer I received was repackaged, the box was damaged and the base of the dryer was broken. Called Folicia and they sent me out a new base. Base was received and it was dusty from the warehouse. Put the dryer together and it wouldn't turn on. Folicia sent me a new dryer and requested that I return the old product. Was not able to print the label right away because I was traveling. Once I returned from my trip, [redacted] in "customer service" informed me that this was the last return label she was going to send me because it cost they money to process. I packaged up the dryer and had to return it t[redacted] because there was no pickup from your home like they have on [redacted]. When I arrived at Federal Express, they informed me I would have to pay $20 for a new box as the box was damaged. Called Folicia again and spoke to [redacted] in "customer service". She informed me they would not pay for a box. So, I was going to have to pay $20 for a new box for a damaged product that they sent me. I asked to speak to a [redacted] and she informed me that her [redacted] was not available and I would get a call in 24-48 hours. It has now been two weeks and I am still waiting for a call from [redacted]. Therefore, I called and finally spoke to someone with some real customer service and she offered to send out two return labels so I could get them to fit in two boxes. I am still waiting for my return labels. At that time, I again requested to speak to a [redacted], and I am still waiting for a return call. Don’t buy this product on Folicia. Their “customer service” is beyond lacking and now I am stuck with a damaged product that I have been trying to resolve since for two months."Desired Settlement: This is the review I posted on their website. They have taken down my review which is very misleading to other shoppers as it gives an unrealistic review of their product quality and the quality of their service at Folica.com, [redacted] and [redacted]. I want a new return label as the old one has expired. I want my review posted on their website.. I want acknowledgement from their Management and a return phone call.

Review: I purchased a Babyliss PRO Titanium 1" U Styler based on the description of the product and the excellent reviews on this site and others. The description says that the tool will prevent damage to the hair. When using the tool, my hair would continually get caught in the plates and rip out. After using the tool for a couple months my hair was extremely damaged despite following the direction and using protective styling products. I have used many tools like this over the years at similar prices and have never had these products. The plates of the tool also do not evenly heat, and I feel this is a very poor quality product that I overpriced. Folica will not issue a return at this time as it is over the 30 day period, however I feel this is unacceptable customer service as the product is unsatisfactory.Desired Settlement: Refund

Business

Response:

Dear [redacted]

I am sorry to hear that you're unsatisfied with your iron but it should be taken into consideration that while some products may help prevent damage, any heat styling could cause damage to the hair. The item is not defective or incorrectly advertised and it has excellent feedback from other customers. At this point, the iron was purchased 5 months ago and I cannot offer a refund for you. However, I can make an exception for you and offer you a store credit instead of a warranty replacement so that you could choose a different product.

'

I will place these notes in your account and you will only need to call us if you'd like to take advantage of the offer.

Again, I do apologize that you were unhappy with the iron that you initially chose but hope that we can help you choose something you'd like better with your credit.

Sincerely,

Review: I was attracted to an advertisement that provided a discount on a hair dryer for recycling an old one. I went to the website and experienced significant difficulty navigating the process of making a transaction with the advertised deal. When I did find it on the website, another advertisement on the same website hovered over the first for a discount on a hair dryer. I then went through the process of this deal thinking they were part of the same. I did this after trying again and the same advertisement hovered over and made it impossible to get the deal. The transaction went through and I found no way during the transaction to get a code for recycling the old one. Customer service said that I could not get a code for recycling because I went through a different promotion. Although I stated that I had significant difficulty with the transaction, they would not change the order or give me a code for recycling my old hairdryer. They would not even give me an address of where I could recycle my hair dryer on my own, or where/ how they recycle the old hair dryers.

I kept trying on the website to find out how to get a promotion code for recycling, just to see if it did work. I did finally get a promotion code when I googled Folica's recycle program and found a separate page where there was a form to fill out. However, when I attempted to enter the code for the discount, it did not work. The error message said that I had to set up an account first. I tried this and it seemed that I must put in my credit card info. to do this. This resulted in ordering another hair dryer and the promotion code not working. I called cust. serv. within 15 min. and they said they could not cancel the order as it had already shipped! I received a message from them that made me think I had been refunded, after further correspondence/conversation. By this time, the 30 day return was over, but I sent the product back unopened and it was returned back to mDesired Settlement: Their recycling promotion and online process from start to finish should also be investigated by a third party.

Business

Response:

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.

Review: I had a warranty on my flat iron. I sent in the return an received back a replacement. The replacement did not work out of the box. I called to get that one replace and was told since my original warranty expire, they could not help me. The term of the initial warranty was not upheld. They did not replace the original flat iron with a working one.Desired Settlement: I need a working flat iron, to replace the in operable I was sent. Or a refund, of equivalent price to replace.

Business

Response:

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

Consumer

Response:

Review: [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,

Business

Response:

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

Consumer

Response:

Review: [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,

Review: I ordered a hair dryer on October 8, 2014 from Folica. The purchase price was $84.99. I used a promo code offered on their site, [redacted]. "Get 25% site wide. Spend $75 to receive a free [redacted] + Free shipping. Limited time offer. Offer valid while supplies last." The promo code was all in 1 after the product. $84.99 is greater than $75. This promo code showed up in my confirmation email after purchase of the product. When I received my hair dryer in the mail I did not receive the free trimmer, so I called the company to let them know I did not receive this offer. I called on October 22, 2014 at 12:10pm Alaska time and spoke with a representative to try to resolve this issue. I spoke with a woman named,[redacted], whom was very rude to me, began raising her voice/yelling at me, and did not care about my issue nor want to do anything to resolve it. I asked to be transferred to speak with another representative. I waited on the phone for some time, so I hung up and called back. I spoke with another representative who told me they had a lot on their hands and could not resolve my issue. I asked if they could just send me the trimmer and she said I did not qualify for this offer and she couldn't do anything about it. I informed them that they only reason I purchased through their site vs [redacted] was due to the free [redacted] because it was cheaper through [redacted] and I would have the opportunity to return it for free if I was not completely satisfied. I also asked about whether I could return the hair dryer, since I was not happy with it. The power is very weak and it takes a very long time to dry my hair with. They said I would have to pay the full shipping and they would not reimburse me for shipping either direction. I was also charged for shipping to receive the hair dryer, which was suppose to be free.Desired Settlement: I would like to be sent the [redacted] that I was suppose to receive with my order and be reimbursed $10.95 that I was charged for initial shipping.

I would greatly appreciate an apology for the rude customer service that I received, but a fix to the initial issue will suffice.

Business

Response:

Dear[redacted], I apologize for the bad experience that you have had with our customer service. As far as the free trimmer, I will send that out for you for the confusion with your promotion at no additional cost to you. However, the free shipping is for Ground shipping within the Continental US only. Unfortunately, items need to be air shipped to Alaska so it does not qualify for the free shipping promotions although you will always receive the monetary discount. Again, we sincerely apologize for the confusion with your promo and your poor customer service experience. We hope this resolution is satisfactory for you. Sincerely, Folica Management

Review: On 11/30/2015 I ordered a [redacted] flat iron from Folica.com. Part of the promotion for this item was to receive a $35 gift with purchase of [redacted] Oil Repair Hair Serum.

Two days after the purchase had been completed, I get a notification that the Gift With Purchase was cancelled. The item was then "replaced" with an item that was an $11.50 value instead. No where in their promotional messaging (I have screen shots of the promotional messaging) was there any notification that there could be a 67% decrease in the gift with purchase value. Additionally, 48 hours had passed since placing the order.

I have contacted customer service who has refused to do anything about this discrepancy.Desired Settlement: I would like a $23.50 credit to my order as the value of the order dropped by that amount without my approval.

Business

Response:

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

Consumer

Response:

[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.]

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

Regards

Review: I ordered a Babyliss Pro Titanium flat iron that was advertised to be "digital" and have LED Temperature settings. I ordered at Folica because they are supposed to be an authorized supplier of Babyliss and they were offering a 25% discount for Thanksgiving.

Folica sent me an iron with a manual dial instead (Substituion - NO LED Temperature settings.) That is, folica appears to have sent me an old model instead of what they advertised.

My first response was to ask for an exchange by e-mail. I asked them to send me what I paid for and made it clear that I didn't care if the flat iron was 1 1/4 inch or 1 1/2 inch but the LED TEMPERATURE SETTINGS was the deciding factor on which flat iron I wanted. I sent them a screenshot of their own advertisement I got an e-mail that did not address the advertising issue at all. They also appeared to be demanding I pay for the return shipping.

I thought maybe someone was in a rush and not paying attention, so I called. The representative admitted the website advertisement is wrong. She also told me she didn't think they have the correct flat iron and sent me a return label.

Well I've since gone back to their website. The correct iron is STILL pictured and the "LED Temperature settings" is STILL being advertised on the Babyliss Pro Titanium Hot Iron 1 1/4 inches. They simply do not want to honor the discount AS ADVERTISED. And when I confronted Folica about this, they said they don't give discounts on exchanges

Folica advertised a certain iron with certain characteristics at a discounted price for a Thanksgiving Special. And they are refusing to honor the advertised price. I missed sales at other establishments because I ordered at Folica.Desired Settlement: Folica is going to refund my money and pay for the shipping. But I feel like they should ALSO REFUND me the 25% difference as well. Why? Because I've had to pay full price for this flat iron because of Folica's false advertising. I missed the Thanksgiving Day Sales because of this

I also want them to remove me from their e-mail list.

I want them to know I"m going to contact Babyliss to remove them as a preferred seller and/or "authorized dealer" Fly by night outfits pull this kind of nonsense-- not reputable dealers. Babyliss/Conair needs to know

Business

Response:

[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.

Consumer

Response:

I want to accept their offer, but I think I need some sort of discount code with a deadline on it (at least a month beyond Christmas?) If not, how do I use their offer? I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution WILL BE satisfactory to me when Folica finds a way to follow through on this. Also, I hope Folica will review the e-mails between their associate Stephanie and myself and require she handle requests to speak to supervision differently in the future.