Hand & NailHARMONYJune 30, 2016BBB Serving San Diego, Orange & Imperial Counties 4747 Viewridge Ave #200 San Diego, CA 92123-1688Delivered Electronically -RE: Complaint of [redacted] , Complaint ID # [redacted] Dear Ms. [redacted] and Ms. [redacted] We have reviewed our Customer Service records and... e-mail archive, and have no record of ever being contacted by Ms. [redacted] . If she has an e-mail address that does not include her name, it might be what is preventing our finding the communications she claims happened.Regarding the substance of the complaint she provided to you in her e-mail, we must deny every allegation. Ms. [redacted] claimed (from your e-mail):| purchased the Gelish MINI Pro from Sally's Beauty Supply 6 months ago for $99.00. Unfortunately, after just a few uses, it stopped curing my nails. When I contacted the company, Harmony Hand & Nails, they told me that the product is used for training and that it is not meant to last. Nowhere on the packaging does it say that it is used for training purposes and that it will no longer work after 10-12 uses. They refuse to refund or replace the product. They do stand behind their product, nor do they have the proper usage (short-term life) on the packaging. The customer service representative that spoke with was very rude and dismissive. She actually told me that if I wanted to product to last, I should have bought a more expensive light. I simply would like a replacement light that will work for more than a few uses or a refund. Thank you.Complaint Product/Service: LED Nail Lamp Mini ProPurchase Date: 7/15/2015 Problem Occurred: 3/21/2016 Model: Item # 04102 Talked to Company: 4/26/2016Let me address each allegation specifically:1. Sally's Beauty Supply has a 60 day guarantee, where they will replace defective product,or offer full refund, so long as the complaining customer provides an original receipt dated within 60 days of purchase. http://www.sallybeauty.com/sally-beautyexchanges-and-returns/CS RETURNS EXCHANGES, default.pg.html If the lamp had failed “after just a few uses", Ms. [redacted] was able to obtain a replacement from the location she purchased the lamp.2. Hand & Nail Harmony, Inc. also provides replacement lamps within 1 year of purchase,so long as the complaining customer provides an original receipt. In fact, outside of one year, we offer our customers discounted prices for each of our models of LED Curing Lights – because these lights are not “training devices.”3. The Gelish” MINI Pro 45 LED Curing Light is an extensively tested electrical appliancethat conforms to the regulatory and safety regimes in place worldwide, to include the [redacted] Phone: (714) 773-9758 Fax: (714) 773-9758 www.nailharmony.com US, Canada and the European Union. It is designed, rated and tested to perform for a minimum of 50,000 hours – in excess of 5 years – it is not a “training device”.If Ms. [redacted] is able to provide an original receipt for the purchase of one of our lamps, we will replace any defective lamp within 1 year of purchase.Please direct any further communication to my attention via e-mail at [redacted] . [redacted]
Hand & NailHARMONYJune 30, 2016BBB Serving San Diego, Orange & Imperial Counties 4747 Viewridge Ave #200 San Diego, CA 92123-1688Delivered Electronically -RE: Complaint of [redacted] , Complaint ID # [redacted] Dear Ms. [redacted] and Ms. [redacted] We have reviewed our Customer Service records and... e-mail archive, and have no record of ever being contacted by Ms. [redacted] . If she has an e-mail address that does not include her name, it might be what is preventing our finding the communications she claims happened.Regarding the substance of the complaint she provided to you in her e-mail, we must deny every allegation. Ms. [redacted] claimed (from your e-mail):| purchased the Gelish MINI Pro from Sally's Beauty Supply 6 months ago for $99.00. Unfortunately, after just a few uses, it stopped curing my nails. When I contacted the company, Harmony Hand & Nails, they told me that the product is used for training and that it is not meant to last. Nowhere on the packaging does it say that it is used for training purposes and that it will no longer work after 10-12 uses. They refuse to refund or replace the product. They do stand behind their product, nor do they have the proper usage (short-term life) on the packaging. The customer service representative that spoke with was very rude and dismissive. She actually told me that if I wanted to product to last, I should have bought a more expensive light. I simply would like a replacement light that will work for more than a few uses or a refund. Thank you.Complaint Product/Service: LED Nail Lamp Mini ProPurchase Date: 7/15/2015 Problem Occurred: 3/21/2016 Model: Item # 04102 Talked to Company: 4/26/2016Let me address each allegation specifically:1. Sally's Beauty Supply has a 60 day guarantee, where they will replace defective product,or offer full refund, so long as the complaining customer provides an original receipt dated within 60 days of purchase. http://www.sallybeauty.com/sally-beautyexchanges-and-returns/CS RETURNS EXCHANGES, default.pg.html If the lamp had failed “after just a few uses", Ms. [redacted] was able to obtain a replacement from the location she purchased the lamp.2. Hand & Nail Harmony, Inc. also provides replacement lamps within 1 year of purchase,so long as the complaining customer provides an original receipt. In fact, outside of one year, we offer our customers discounted prices for each of our models of LED Curing Lights – because these lights are not “training devices.”3. The Gelish” MINI Pro 45 LED Curing Light is an extensively tested electrical appliancethat conforms to the regulatory and safety regimes in place worldwide, to include the [redacted] Phone: (714) 773-9758 Fax: (714) 773-9758 www.nailharmony.com US, Canada and the European Union. It is designed, rated and tested to perform for a minimum of 50,000 hours – in excess of 5 years – it is not a “training device”.If Ms. [redacted] is able to provide an original receipt for the purchase of one of our lamps, we will replace any defective lamp within 1 year of purchase.Please direct any further communication to my attention via e-mail at [redacted] . [redacted]