Folica, Inc.

Review: I purchased a [redacted] Dryer in December of 2012. The unit came with a six year warranty. Since the purchase of the unit, it has failed 6 times, for various reasons, including over heating that could have caused a fire. [redacted] has redesigned the unit lowering the total power (wattage) and air velocity several times. Therefore, the unit does no longer meet the original specification that I purchased. I had to pay to ship the unit back to the seller, Folica in the original box with all of the original accessories six times. The total cost of shipping was over $120 dollars. Plus I had to pay a fee to Folica each time the unit was returned ($10 X 6 = $60 dollars). When you add all of these costs together, plus the organal cost of the most expensive hair dryer I have ever purchase, I am closing in to $800!

Since Folica no longer sells this unit, or any other unit that meets the original specifications of the hair dryer purchased in 2012, I am requesting a full refund. The way I see it, is that the origanal sale has now been voided out, since Folica can no longer supply any hair dryer that meets or exceeds that of the [redacted] Dryer.

I have contacted Folica several times, and have requested a new unit with all of the assesories that meets the origanal specifications, but so far, no response.Desired Settlement: Send a new unit meeting all of the original specifications for the hair dryer, or refund the purchase price and all shipping costs occurred.

Business

Response:

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

Review: We ordered some hair products from Folica a couple of months ago. Their products (Hair concealers by Organin) were nothing like what was described on their website, instead of a smooth powder profuct this stuff was clumpy and ineffective.

When we called Folica to return this product, they refuse to take it back, instead told us to call the manufactures (organin). they even provided us a phone number to call [redacted]. When we called that number it went back to the Folica customer service. so it was clear they were trying to give us a run around while hiding the linkage between Folica and their captive suppliers who are making and selling non-functioning products. Their customer service policies are completely inappropriateDesired Settlement: we would like to return 3 containers of Organin - which were bought in Feb 2015.

Review: I originally purchased a Sedu Revolution Flat Iron from this company in March of 2011. This had a warranty of two years with the purchase. A year later, the flat iron broke and I was sent another Sedu Revolution. Now, a year after receiving this product, it has also broken. When I called [redacted], the customer service rep said the replacement that they had sent was not covered under warranty and there was absolutely nothing they could do for me. [redacted] should stand by their products. They shouldn't be selling products that break in a year and they should be offering a 2 year warranty with every replacement as well.Desired Settlement: I would like [redacted] to replace my defective flat iron with a comparable, completely different brand iron, as this brand clearly sells a faulty product.

Business

Response:

Dear [redacted],

I do apologize for the problems that you are having with your item, however, the item has a 2 year warranty. Your item was replaced for you under the coverage of your 2 year warranty. Warranty does not renew when items are replaced under the warranty guarantee. Your warranty also would not cover an exchange for a different item. Our warranty policy is posted on our site.

It states, "[redacted] stands behind every product we sell and we honor all original manufacturers' warranties. For all electrical appliances we offer complete protection. If you experience any problem with an item purchased from us and it's still under the warranty period, all you have to do is fill out our Warranty Replacement form". No manufacturer warranty renews.

http://www.folica.com/customer-service/returns-and-exchanges

We do offer a one time extended warranty within 3 months of the warranty expiring that would cover you for 6 months after the expiration date. Although the warranty on your item did expire 8 months ago now, I can offer a one time replacement for the extended warranty fee without the additional 6 month coverage because that period has now expired. The extended warranty would be $39.95.

Alternatively, we do have the Recycle program where you are offered a coupon for $40 off any new iron or dryer of $79.99 or more. You would place your new purchase for any item over $79.99 and of course receiving a new warranty because it is a new purchase, and then you would send in an old item to be recycled once you receive your new purchase. You could view that offer here:

http://www.folica.com/features/recycle

Again, I do sincerely apologize that you are unhappy with the warranty policy but [redacted] does honor all items within the warranty periods.

Respectfully,

[redacted] Management

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: On Nov. 29, 2015, I placed an order amounting to US$245 + shipping/handling on www.folica.com . I placed the order with Folica to benefit from their Black Friday Thanksgiving promotions and to purchase Christmas gifts. The promotions included a "free gift" with my purchase: Theorie Helichrysum Nourishing Shampoo (28.6oz) currently on sale on their website for US$34.

Several hours after receiving my order confirmation email, I received another email stating due to high demand one of the items was temporarily out of stock and my entire order would be held until it arrived "within the next 30 days". The out of stock item was the free promotional shampoo, and Folica gave me the option of cancelling the free gift and getting my order in time for Christmas or waiting for the shampoo to arrive within 30 days.

I attempted to contact Folica by phone Nov. 30 and waited over 30 min. before giving up. I then sent an email requesting they either ship my order and send the free gift later (at no charge to me) or ship my order and substitute in a different shampoo as the free gift. I never had any response, so I phoned again on Dec. 2. The only way I got through to a person was by selecting the "place an order" option. The woman who helped me was angry when she found out I wanted to address an order I had already placed. She again gave me the option of cancelling the free gift to receive my order in time for Christmas. I mentioned my two solutions, and she went away to talk to someone. When she came back she told me they would ship my order right away, and I thought that meant they would honour the free gift promotion they had advertised. She then hung up on me. Later that day, I received an email from Folica cancelling the free gift portion of my order, claiming it was a discontinued item no longer available. I contacted Theorie by email and received an email response stating the shampoo is a best seller & not discontinued. Folica still sells the same product.Desired Settlement: Folica delivers to me 1 Theorie Helichrysum Nourishing Shampoo (28.6oz) at their expense or offers me an equivalent product also shipped to me at their expense.

Folica addresses the poor customer service I received (lack of response; not honouring their own promotions; lying about the discontinuation of the product) by showing me positive customer service.

Business

Response:

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.

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.

Review: I purchased a straightening iron with a price match guarantee. I submitted 3 different price match forms and all vendors were denied a match due to random reasons including[redacted]. None of this is clear in their price match "guarantee"Desired Settlement: I would like a billing adjustment to match the price on [redacted]

Business

Response:

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

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 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,

Review: I first purchased a flat iron from Folica.com at the end of december and then finally received it two weeks later. The flat iron was scratched and the brands logo was completely marked off of the iron almost. It was clearly used. After calling several times and finally getting through to someone Folica told me to ship the iron back and they would send me a new one and make sure that there warehouse looked the iron over before shipping it to me to make sure it was actually new. Do they really have to check each one to ensure that they are sending out new products? I shipped that one back and waited again for the new iron to come. Upon receiving that one I noticed again that the titanium plates are scratched and I can see the black plate underneath which will basically rip your hair out from getting caught on it since the plates are completely smooth. There are also scratches and scuffs on the top of the iron just like the first one and the iron has erratic temperature settings going from 450 degrees to 300 and back to 400 within a few seconds. I tried calling Folica as soon as I received it had no luck getting through. It always gets to the part where they are connecting me to a customer service rep and then it just hung up on me. I even messaged them about 3 times through there website, the last time being last night. I have yet to hear anything from them. I paid a good but of money for this product and I expect a new working product. Im not sure if Folica is sending me used irons or the actual brand of product it is has terrible quality control on there products. Either way, I would really just like a flat iron that works.Desired Settlement: Can you please just send me a different flat iron all together. I have had great success with HAI in the past but decided to try out this one because of the reviews and I have had a TERRIBLE experience with the brand and Folica. If a replacement of a different iron is not possible then I want a refund and I will take my business elswhere.

Business

Response:

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

Consumer

Response:

Review: [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,

Review: I bought a flat iron from this site on January 14. They send me a e mail with a tracking number saying my product was delivered. I called the costumer service and they told because of a storm the shipping was being delayed. I called again and they say was delivered which was not. my order # [redacted]Desired Settlement: I bought a item and payed. I want this company to delivered my product.

Business

Response:

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.

Review: I purchased the [redacted] Flat Iron about a year ago on sale at an [redacted] store. I do not save receipts more than 6 months. My flat iron stopped working this morning for no reason whatsoever. I plugged it in and didn't work. Tried a different plug, same issue. When I called customer service they would not help me at all, saying that there was nothing they could do since I didn't have the original receipt. When I gave them the product information, they said they were showing an entirely different product that was manufactured in 2011, which was too long ago. I told them, what if the product sat on the shelf for a while, as I purchased it on sale. Further, I said, as this is an expensive product, I thought that the company would want to enforce "quality standards." I only received the run-around. I asked to speak to a manager and was told that the manager wasn't available. I posted on the company's social media about the issue and am filing this compliant because I believe that expensive products, like this, should be under warranty and that the consumer shouldn't be told that there is nothing that can be done when the product (that was used correctly and lightly) fails after a short period of time.Desired Settlement: I believe that [redacted] should replace the defective product and not blame the issue on the fact that the product is "electrical." There are plenty of "electrical" products that last longer than a year and the consumer shouldn't be left short when a product like this fails.

Business

Response:

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