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 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
Dear [redacted] , While we do offer price matching, we do not offer a price matching guaranteePrice 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 requestsI think there may have been some misinterpretation of our price match policyWith your discount, you paid $for your flat ironOnly one of these price match requests were for less than thatThat was the price match requested with [redacted] for $I called the [redacted] manufacturer to check their credentials and unfortunately, they are not an authorized retailer and we will not price match with themWe sincerely apologize for the confusion with the price matching policyAs stated in our policy: "Price Match comparisons are based on TOTAL price, which includes product cost plus charges for shipping, handling and taxesExcludes gift with purchase.""Excludes sale and promotional prices."I believe that the misinterpretation is hereThe promotion is not applied after the price matchThe price match is essentially considered to be the promotionThey are based on total price, meaning that if we sell the item for $and another authorized site sells it for $103.99, we will price match to $Promotions are not applied after that matchI hope that this helps clear up the confusion and again, we sincerely apologize for the trouble that you went through- Folica Management
[redacted] I sincerely apologize for the confusion with your purchaseI have reviewed the features listed on site and personally checked the irons that we have in stockThe description on site in inaccurate and we do not have the digital LED iron available for youWe 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 brandI see that a return label has been sent out for youPlease let us know if you would like to return your purchase or take advantage of the exchange
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 mailAnd on top of that the nearest UPS drop off is 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 awayYour 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 differentI am still waiting on my new flat iron to come in since I had to purchase elsewhere Regards, [redacted]
Dear ***, I do apologize for the trouble that you had with your flat iron but the warranty goes from the original date of purchaseYour original purchase was made on 1/27/and that item was replaced for you under your warranty on 4/15/Your warranty expired in January of Warranty does not renew when your item has been replacedShould 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 warrantyWe 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 $feeWe also have a recycle program offering $off a new purchase of $or more and since this is a new purchase, it has a brand new warrantyYou 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
Complaint: [redacted] I am rejecting this response because: They are falsely responding to my complaintThey did send a flat iron on 4/16/2013, to replace the item on 1/27/2012, however that one broke on 12/1/I wasn't in a hurry to resend it back, because I was under the impression, I had years from when I received the replacement I had a back up using one that I had purchase on 11/26/(Order Number [redacted] )When looking into the warranty in January 2014, I realized I was incorrect in my assumptionI sent the defective product on 1/22/2014, [redacted] tracking # [redacted] , which I have attached tracking labelThis was sign for by [redacted] on 1/27/at 11:05amI have also attached a PDF from ***On 1/27/2014, Folica contacted me via email, and telephone, because the card I had on file was expiredI have also attached this emailI gave them updated information and they charged my card the warranty feeOn 1/29/2014, a replacement was sent out 1/29/ [redacted] tracking [redacted] When I received the item, the item did not workI called Folica and was told, my warranty was now voidedI would like a full refund to replace product from another source$59.99, plus the $warranty fee, and $shipping charges totaling $ Regards, [redacted]
Dear [redacted] , I apologize for the bad experience that you have had with our customer serviceAs far as the free trimmer, I will send that out for you for the confusion with your promotion at no additional cost to youHowever, the free shipping is for Ground shipping within the Continental US onlyUnfortunately, 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 discountAgain, we sincerely apologize for the confusion with your promo and your poor customer service experienceWe hope this resolution is satisfactory for youSincerely, Folica Management
Dear ***, I apologize that you are upset with the response, however, none of the information is falseYour warranty continues from the original purchase dateWarranty does not renew when you get a replacement itemThe 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/inch flat iron, with the original purchase date of 1/27/2012, has expiredOrder [redacted] , for the Purple Solia flat iron was purchased on 11/23/and is still covered under November of 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 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 $fee Sincerely, Folica Management
Our policy is we will refund within days of date of receipt Now that it is almost 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: Thank you for trying to work this out with [redacted] Unfortunately, they did inform me regarding the status updates through the course of investigationMay you confirm back to me once my [redacted] Card has received the refund for the unauthorized charge with Folica.com? Thank you! Regards, [redacted]
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
Dear Ms***, We do apologize that this complaint went unanswered We refunded Ms [redacted] ’s [redacted] that she used when she purchased the order $today She should see that refund within 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
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/ She purchased the rollers for $on clearance, which is final sale The dryer was purchased for $ 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/ 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 $ 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: Per [redacted] , Folica must issue the refund since their window of investigation has closedMyself and a [redacted] rep tried a three way conference with Folica, but business hours were closedTherefore we need the approval to come from Folica.com Regards, [redacted]
The [redacted] shows the package did deliver on 1/20/ We are sorry that the customer did not receive itWe 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
[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 promotionsWASTE OF TIME and honestly think about returning it to Folica just because of this trouble Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Again, their statements are falseBelow 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 wellPlease see down below a time lineThe product sent out 1/29/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/I used it the next morning and IT DID NOT WARM UP OR WORKProduct sent on 01/29/ Regards, [redacted]
Dear ***, I apologize for the trouble that you had with your productI see that on 1/20/a customer service supervisor issued a refund to your paypal account and sent a prepaid label to you to return the damaged itemPlease let us know if there's anything else that you needed assistance with regarding this order Thank you, 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 thisAlso, 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
Complaint: [redacted] I am rejecting this response because:awaiting refundIt is up to Folica to issue the refund per [redacted] Regards, [redacted]
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 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
Dear [redacted] , While we do offer price matching, we do not offer a price matching guaranteePrice 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 requestsI think there may have been some misinterpretation of our price match policyWith your discount, you paid $for your flat ironOnly one of these price match requests were for less than thatThat was the price match requested with [redacted] for $I called the [redacted] manufacturer to check their credentials and unfortunately, they are not an authorized retailer and we will not price match with themWe sincerely apologize for the confusion with the price matching policyAs stated in our policy: "Price Match comparisons are based on TOTAL price, which includes product cost plus charges for shipping, handling and taxesExcludes gift with purchase.""Excludes sale and promotional prices."I believe that the misinterpretation is hereThe promotion is not applied after the price matchThe price match is essentially considered to be the promotionThey are based on total price, meaning that if we sell the item for $and another authorized site sells it for $103.99, we will price match to $Promotions are not applied after that matchI hope that this helps clear up the confusion and again, we sincerely apologize for the trouble that you went through- Folica Management
[redacted] I sincerely apologize for the confusion with your purchaseI have reviewed the features listed on site and personally checked the irons that we have in stockThe description on site in inaccurate and we do not have the digital LED iron available for youWe 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 brandI see that a return label has been sent out for youPlease let us know if you would like to return your purchase or take advantage of the exchange
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 mailAnd on top of that the nearest UPS drop off is 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 awayYour 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 differentI am still waiting on my new flat iron to come in since I had to purchase elsewhere Regards, [redacted]
Dear ***, I do apologize for the trouble that you had with your flat iron but the warranty goes from the original date of purchaseYour original purchase was made on 1/27/and that item was replaced for you under your warranty on 4/15/Your warranty expired in January of Warranty does not renew when your item has been replacedShould 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 warrantyWe 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 $feeWe also have a recycle program offering $off a new purchase of $or more and since this is a new purchase, it has a brand new warrantyYou 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
Complaint: [redacted] I am rejecting this response because: They are falsely responding to my complaintThey did send a flat iron on 4/16/2013, to replace the item on 1/27/2012, however that one broke on 12/1/I wasn't in a hurry to resend it back, because I was under the impression, I had years from when I received the replacement I had a back up using one that I had purchase on 11/26/(Order Number [redacted] )When looking into the warranty in January 2014, I realized I was incorrect in my assumptionI sent the defective product on 1/22/2014, [redacted] tracking # [redacted] , which I have attached tracking labelThis was sign for by [redacted] on 1/27/at 11:05amI have also attached a PDF from ***On 1/27/2014, Folica contacted me via email, and telephone, because the card I had on file was expiredI have also attached this emailI gave them updated information and they charged my card the warranty feeOn 1/29/2014, a replacement was sent out 1/29/ [redacted] tracking [redacted] When I received the item, the item did not workI called Folica and was told, my warranty was now voidedI would like a full refund to replace product from another source$59.99, plus the $warranty fee, and $shipping charges totaling $ Regards, [redacted]
Dear [redacted] , I apologize for the bad experience that you have had with our customer serviceAs far as the free trimmer, I will send that out for you for the confusion with your promotion at no additional cost to youHowever, the free shipping is for Ground shipping within the Continental US onlyUnfortunately, 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 discountAgain, we sincerely apologize for the confusion with your promo and your poor customer service experienceWe hope this resolution is satisfactory for youSincerely, Folica Management
Dear ***, I apologize that you are upset with the response, however, none of the information is falseYour warranty continues from the original purchase dateWarranty does not renew when you get a replacement itemThe 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/inch flat iron, with the original purchase date of 1/27/2012, has expiredOrder [redacted] , for the Purple Solia flat iron was purchased on 11/23/and is still covered under November of 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 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 $fee Sincerely, Folica Management
Our policy is we will refund within days of date of receipt Now that it is almost 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: Thank you for trying to work this out with [redacted] Unfortunately, they did inform me regarding the status updates through the course of investigationMay you confirm back to me once my [redacted] Card has received the refund for the unauthorized charge with Folica.com? Thank you! Regards, [redacted]
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
Dear Ms***, We do apologize that this complaint went unanswered We refunded Ms [redacted] ’s [redacted] that she used when she purchased the order $today She should see that refund within 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
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/ She purchased the rollers for $on clearance, which is final sale The dryer was purchased for $ 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/ 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 $ 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: Per [redacted] , Folica must issue the refund since their window of investigation has closedMyself and a [redacted] rep tried a three way conference with Folica, but business hours were closedTherefore we need the approval to come from Folica.com Regards, [redacted]
The [redacted] shows the package did deliver on 1/20/ We are sorry that the customer did not receive itWe 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
[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 promotionsWASTE OF TIME and honestly think about returning it to Folica just because of this trouble Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Again, their statements are falseBelow 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 wellPlease see down below a time lineThe product sent out 1/29/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/I used it the next morning and IT DID NOT WARM UP OR WORKProduct sent on 01/29/ Regards, [redacted]
Dear ***, I apologize for the trouble that you had with your productI see that on 1/20/a customer service supervisor issued a refund to your paypal account and sent a prepaid label to you to return the damaged itemPlease let us know if there's anything else that you needed assistance with regarding this order Thank you, 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 thisAlso, 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