L C L Beauty Inc

Complaint: ***I am rejecting this response because: because the chair is inferior and does not workI did not threaten the customer service repThe only threat was I was going to contact the Revdex.com. The chair is unusable to meTherefore I want to return it with a full refundHowever shipping would cost 200$I have tried to work with this company to relinquish this issue Providing a unusable $styling chair is not "working with me" Horrible customer service vi rand backing up their product Sincerely,*** ***

Complaint: [redacted]I am rejecting this response because: Our office first purchased on jul 13th two days later we needed to exchange the new lamp because it was rusted, leaning to one side, the magnifying lamp would not stay up and would flop down and lastly after a few uses the lamp no longer turned on. (we have pictures and videos to back up our claim) On the 15th of july we exchanged the first lamp for another, at that time there was NO mention of original packaging nor did the give us a new lamp with packaging. We did have the original packaging at our office up until the 21st of july that when the shred company we use came to pick up our recycling. By that time we have already exchanged for the second lamp and it was working ok. we did not think that this second lamp would need to be exchanged or returned. On the 29th of july at 1 pm the light on the lamp shut off and did not turn back on. [redacted] called the customer service line for LCL Beauty because we had patients still on our schedule. [redacted] and spoke to [redacted] and tried to resolve the issue by prompting [redacted] to fix lamp with [redacted] instructions. [redacted] did as [redacted] said and the lamp did turn back on. [redacted] continued with her patient and the first patient she saw the lamp sparked over the patients face and also into [redacted]. Luckily there was no harm done but the patient was shocked and we did need to reschedule due to the type of appt it was. [redacted] then called [redacted] back and addressed the issues and wanted a refund due to faulty product. She could no longer trust the company and the products they offer. [redacted] did nothing to help after we stated that we did not have the original packaging. She stated that she will stick to the company policy and we can exchange second lamp but will not get refund. on the 30th I made a second attempt in calling LCL beauty. Steve from the company called back and we also had the same discussion. I mentioned to Steve that when the first lamp was returned they did not give us a box and they didn't ask for one. Steve then stated that "we don't know what the service department does, we just don't know." I then told him that he should find out what HIS services department does. Steve stated that they take parts from different machines that work and build off that good parts, that may be why we did not get a box for the second lamp. I find that very unprofessional and ethically wrong. on their website they claim and guarantee quality products but I come to find out that this is false. they take "working" parts of faulty machines and build another and resell it to customers. if I had known this to begin with we would NOT have purchased from this company. we have a huge dermatology office and this can be an extreme liability for us if our machines hurt a patient. the lamps are inches from a patients face! having it spark is NEVER ok. imagine if you were the patient going into a medical office and having their machines not work or spark! we would be more than happy to exchange for another lamp but this would be the THIRD lamp we would be getting from this company, not only did the first two not work but we find out they are also not new and they are parts of other machines that were returned as defective and they put it together as if they were selling a new product. we can not trust this company with our patients. I did not tell steve that I was "done dealing with this". (I have all our conversations recorded and [redacted] does also)  [redacted], gave up on trying to get a refund and on Friday the 31st she drove down and exchanged the second lamp for the third lamp. we have not used the third lamp and also the third lamp is leaning to one side again. it is true that we have one lamp for our office. we have one large lamp that we purchased from LCL and the other providers have a hand held lamp. other providers in our office provide a different service that doesn't require them to use both hands and if they needed both hands they have assistants in the treatment room. [redacted] performs different services that requires her to have both hands free and have the large lamp with a good light so she does not harm patients skin. I do not need to go into detail on how we run our office and its none of LCL beautys business to know why we only have one lamp. [redacted] is still in contact with a team member of LCL beauty and she is still trying to resolve the issue of the third lamp that is faulty. we are fully aware of return policies and procedures. we have policies of our own but sometimes we have to make ethical judgment calls for the safety of the patient/customer. at this point, we are arguing over a box. if we had the box they would refund our money, but since we don't they cant. we just find that so ridiculous after we've already exchanged two and about to exchange the third. how many lamps are we going to have to exchange before we get a working one? we have all conversations recorded and we have documented all the faulty lamps and we have pictures of all the faulty parts. very up setting that their are businesses like this out there. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:The statement is completely false. Michelle/Manager when I called started yelling and being abusive to me and I asked to speak to her manager and she declined I explained I had never been treated like this ever especially being a customer who is paying for her equipment. When I ordered Michelle and I went over the chairs and she explained the one she ordered me was not me the elderly so I said the chair that has to pushed back by the client would be better and I ordered two. Michelle then ordered 1 of the wrong chair. When the shipment arrived box half ripped and I didn't get back to work for a week later I called and stated she sent me the wrong chair. Again Michelle rude and said no it wasn't. Now why would I say it is if it wasn't we are arguing over a 100.00 chair not a 5,000 chair. So I asked to speak with Steve he returned my call was very apologetic and said he understood. If you don't have the box cause it was damaged just make sure you bring it back before the end of the year and he would discount me 10% on the new chairs and pay no tax. When I got there both employees were very rude stating they had no show room and I wouldn't be able to return the chair . I explained that was fine I don't care about returning at this point I just need to purchase two more chairs and wanted to see and sit in them.. When I stated that Michelle whole attitude changed and was willing to help even gave us a measuring tape to see if it would fit in our van looked up what we wanted and all of a sudden had a showroom to show us. When the other employee noticed she was going to take us she called her into the office and talked to her.. All of a sudden she wasnt' taking us and a male came to show us the showroom.. He explained he was brand new and he was sorry. When he said he would be taking care of us we were sitting in his office ordering when Michelle came in and proceeded to tell me I can only pay CASH ONLY!! I explained I only have a business credit card and she told me to go down the road there is a ATM down there. I explained I couldn't with draw money off a company credit card let alone thousands cause we were getting 3 shampoo chairs and 6 pedicure set ups. She said she didn't care. I then asked what about ordering online and she stated they will not ship out to us I asked why and she said because I complained.. I explained its because she ordered the wrong chair and quanity and she didn't want to take any responsibility for her mistake. She then told me I could wait for the owner we waited but felt he was never coming so we waited in the van for a few minutes then I had [redacted] go in and give my name and number and have him call me when he arrives. After [redacted] walked out they locked the door. I asked her did you realize they locked the door behind you she said NO but knew when she walked in they were talking about us. I got a call stating the owner doesn't do business over the phone and he wouldn't be returning my call.. [redacted] at this time was appauled at how we both were treated and called in herself to talk to the owner to explain her experience with the company then we got the same call back saying sorry owner respond to this and then they both proceeded to call our business asking questions to the receptionist about where we were at. Don't understand why we were treated so poorly on their mistake.. When Steve said he would make it right. I asked if they could call Steve they said NO. I then explained I called within the time frame Steve said he would take care of me.. And the reason why we drove up there was to purchase I didn't care about returning at this time.I still have not heard anything from the owner about this situation and feel Michelle doesn't want to own up to her own rudeness and mistake.Sincerely,[redacted]

Review: Purchased four (4) hair stylist chairs. Once chairs were put together, the back of the chair was tilted back to the point where clients were not positioned comfortably. We followed the assembly and installation directions that were provided. When pumping chairs up, all four chairs squeak horribly. We called LCL Beauty and asked them about the back of the chairs and squeaking. They asked if we put them together correctly. We said yes. They asked us who put them together and were they qualified to do so. We said yes. We took pictures and emailed them to LCL. LCL even spoke to the person who put the chairs together for us. After several phone calls, we felt the chairs were defective and not of the quality they should be. We called LCL Beauty back and said we were not satisfied with these chairs and want to return them. LCL told us we were responsible for the shipping of the chairs back to them. We said we do not feel we should have to pay the shipping charges of over $200/chair and the company should pay. We even offered to exchange the chairs for another style and they said ok but you still need to pay the shipping charges. We tried to come to some kind of compromise but they absolutely refused. The customer service/supervisor we spoke with did not care that we were not satisfied or that we are filing a complaint with the Revdex.com.Desired Settlement: We are asking for them to pay the shipping charges to send the chairs back and refund our money.

Business

Response:

Initial Business Response /* (1000, 5, 2014/12/16) */

We urge the customer to actually speak with a different local shipping company. Her quote to ship chairs amounts to $200 per unit is vastly overpriced. As a test one of our representatives called a [redacted] office within 3 miles of the customer address and received a quote of $60/unit to ship these chairs.

LCL Beauty has an industry standard (in fact, a general internet-standard) return policy. Customers are welcome to return their item in original packaging and like new condition within 30 days of purchase for a full refund of purchase price. This is a no-questions asked return guarantee that has only 3 stipulations:

1- Customer must include an return authorization form in the box

2- Item must be returned in original packaging in like-new condition (no wear-and-tear)

3- Customer is responsible for all return shipping charges

This policy is available for review 24 hours a day, 7 days a week both before and after purchase. Before purchasing on the internet, the customer has to click a box to accept terms and agreements for sales. Customer responsibility for returned items is even highlighted and boldfaced in BLUE font on our website at: http://[redacted]

Review: I have a salon wash sink that has cracks in it and leaking, and the sink is still under warranty. the company will not replace the sink until I send it back to them. I can't operate my salon with out a wash sink. I & sent pictures of it to them you can see light through the cracks. I have no problem sending sink back, but I need a replacement first Desired Settlement: new sink

Business

Response:

Initial Business Response /* (1000, 7, 2014/10/13) */

Our warranty guidelines are available for review 24 hours a day, 7 days a week both before and after purchase at: http://lclbeauty.com/warranty.php. Our warranty clearly outlines if an item needs service, it must be shipped in to LCL Beauty for our technicians to diagnose, review, and take appropriate action to rectify the situation for our customers.

LCL Beauty will be more than happy to provide warranty service for Ms. [redacted], any repairs up to and including bowl replacement should the damage be irreparable. However like all customers, Ms. [redacted] must follow the guidelines presented in our *industry standard* warranty policy. We cannot make exceptions in this matter.

Initial Consumer Rebuttal /* (3000, 9, 2014/10/28) */

(The consumer indicated he/she DID NOT accept the response from the business.)

The fact remains that my business will be impacted negatively by taking the "only" shampoo bowl this business has, and sending it off for repair. TN State law prohibits me from running a salon without a shampoo bowl. This is UNACCEPTABLE to me. I complied with the request to send pictures of the damage that clearly showed a rather large crack in it and am dismayed and disappointed with their negative decision.

At this point if I must return the shampoo bowl, I am requesting a full and complete refund of my payment for such shampoo bowl. Thank you in advance for your attention to this matter.

Final Business Response /* (4000, 11, 2014/11/17) */

Please refer to our previous rebuttal. We continue to stand by our industry standard warranty policy as stated.

There will be no exceptions to this. [redacted] is still covered fully by our standard warranty policy. If she wishes a replacement, all she needs to is send her bowl in to our service department for diagnosis and replacement or repair.

We cannot make special rules just because the warranty is "unacceptable" to [redacted].

Review: I Bought a 14 in one facial machine with LCL while my business was still under construction, when I opened the box, half of the features on the machine were not working. I called them to exchange , they refused and told me I could send the machine back at my own cost, $450 and they would repair. As I had no choice, I sent the machine back , they send it back and when I opened the box the machine was still not working.

They refuse to take it back and they want me to repair it!!!!

This company has stolen 2000 dollars from meDesired Settlement: I want them to return my money

Business

Response:

Initial Business Response /* (1000, 5, 2014/02/04) */

5/8/2013

[redacted] purchased this machine on May 8, 2013. On May 15th LCL Beauty received a phone call from her stating one of the individual modules on the machine was not powering up - the hot towel warmer. On this modular machine it is a simple matter of just slipping out the module and plugging in a standard 110v plug into the power module strip in the back of the machine. [redacted] called again on 5/17 and our technicians explained again how to plug in the plug - this time to her contractor.

10/18/2103

[redacted] called in to our technicians complaining that nothing on her machine was working - not a single module in a machine with 17 different functions. The chances of such a catastrophic failure occurring spontaneously five months after initial use is improbable at best. [redacted] demanded we go against our posted industry standard warranty policy and provide her with paid return shipping for her item. We pointed her again to our standard industry warranty policy that is available for perusal 24 hours a day, 7 days a week - both before and after purchase completion. This warranty policy clearly states that the customer is responsible for any and all return shipping charges for warranty work. She became verbally abusive to our representative and threatening a credit card chargeback. We still asked if she would speak with a technician so that we could spend 5-10 minutes over the phone to troubleshoot the machine and determine the root cause. She promptly hang up on our service tech.

[redacted]Warranty excerpt below:[redacted]

...If a client receives an item that does not conform to our guarantee, the client is responsible for providing written or verbal notice to LCL Beauty Inc. so we may rectify the issue by repair or replacement of parts or entire item depending on the consultation of our staff of technicians. Most items can be repaired on site by the customer or their representative with the shipment of a replacement part with explicit instructions for remedy. This will always be the first action taken when possible. Should the customer desire (or needs require) one of LCL Beauty Inc. technicians to perform the service to ensure product warranty, the customer is 100% responsible for shipping the item to our technicians. LCL Beauty Inc. will not be responsible for any return shipping or shipping insurance charges. Complete correction of any issue brought forth by the client shall constitute fulfillment of all liabilities of LCL Beauty Inc. in regards to the quality and advertisement of the products...

11/14/2013

Customer's representative called again requesting a pre-paid return shipping label for service. Our customer service rep again explained the warranty policy on shipping.

11/26/2013

[redacted] returned the machine to our service technicians for diagnosis and repair. The tech's determined the fuse box was blown - this could have been a result of many potential issues - especially if her building was still under construction and they plugged the machine directly into an ungrounded outlet. Regardless, LCL Beauty Inc technicians replaced the fuse box, and as an extra measure they replaced the master power switch. After this techs tested every single function on the machine to ensure functionality. In fact, our technicians recorded a video of them testing every function on her machine so that we would have additional records for Ms. [redacted]'s files. After verifying 100% functionality, the machine was shipped back. On 11/27/2013.

1/14/2014

Customer called requesting a user guide and again claiming the entire machine no longer worked. When they were speaking with a technician over the phone, our tech could clearly hear the machine functioning during the troubleshooting process.

We believe this is a case of the customer attempting to abuse our generous warranty policy and claim non-functioning machine for the purpose of getting a return well after our 30-day return guarantee. LCL Beauty Inc has done everything in our power to ensure Ms. [redacted] has a fully functioning machine that works as advertised. We cannot provide a return for refund a full 9 months after initial purchase. Especially for a machine that is fully functioning and was tested and recorded as being so.

Review: I ordered 8 hydralic styling chairs less than 7 months ago.The arms have been replaced on 3 of the chairs within less than 5 months of use by stylists that are right out of beauty school (no steady clientele). One of the arms had a tear in it when I took it out of the box to put the chair together. A tear....not a cut or a slit....a tear. I have that picture also. As of today all but one of the 8 chairs needs at least one if not both arms replaced. Per LCLBEAUTY this is NORMAL WEAR AND TEAR. I say they sell poor quality equipment and they know it. I was told they would GIVE me a DISCOUNTED REPLACEMENT PRICE on arms. I have 4 chairs in my salon right now that I know are at least 9-10 yrs old and still function just fine. I myself am using one of the "new"chairs from LCL and I'm not having an issue at all with it. It works and looks just fine. I have been in this business for 26 years. I work 5 days a week with a full clientele. My chair is FINE. Why are the chairs that are not getting as much use as mine bending out and tearing loose? I'm not asking for my money back or for replacement chairs. I simply asked for more replacement arms to repair what should not be needing repaired this early into owning brand new equipment. I was told this was normal for the type of arms on this chair. This should NOT BE NORMAL. When you spend this kind of money to purchase professional salon equipment you should be able to use it for more than a few months. Normal wear and tear....I think not. I have sent 2 additional emails since being told by their "service" dept that I would only get discounted pricing for the replacement arms and nothing else to which they will not respond.Desired Settlement: All I am asking for at this point is new sets of arms for 7 of the 8 chairs shipped to my salon at no cost. I in turn will never contact them regarding this equipment.

Business

Response:

Ms [redacted] has been informed over the phone, in email that she is covered by our industry standard warranty policy. As stated in our policy that is posted to our website and available for review 24 hours a day, 7 days a week (both before and after purchase), she need only return the defective part(s) to the LCL Beauty service department for work. In her case, upon receiving the armrests returned (she need not return the entire chair, only the armrests), the LCL Beauty service department will examine them and see if anything can be done to repair or restore them to original condition. If this is not the case, we will send brand new replacement armrests to the customer so she may affix these to her chairs. LCL Beauty is offering full coverage to Ms. [redacted] for her items purchased, she need only follow warranty guidelines and send in her armrests for evaluation and repair or replacement as our tech department analysis finds necessary.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)I am not willing to pay return shipping on 16 individual arms. The cost (due to the weight of the arms) and the 8 trips to the post office should not have to occur. I bought an OBIVOUSLY faulty product and IF in fact this company stands behind their products and appreciates me as a consumer they should offer a less costly solution for me. They have been kind enough to replace 3 arms within just months of my initial purchase at no charge to me. What is different now? Especially since the situation is ongoing. I even suggested a manufacturing flaw could be to blame since they claim this has never happened before. Why is it contained to just my purchase???? I'm not being unreasonable. I just want my product to function like it's suppose to. It's ridiculous to ask a consumer to be the one that has to go above and beyond the necessary when they have the ability to provide one of their customers with assistance. Especially with a product as expensive as these styling chairs are. This current response is not acceptable.

Business

Response:

Ms. [redacted] has been informed over the phone and in e-mail that she is covered by our industry standard warranty policy. As stated in our policy that is posted to our website and available for review 24 hours a day, 7 days a week (both before and after purchase), she need only return the defective part(s) to the LCL Beauty service department for work. In her case, upon receiving the armrests returned (she need not return the entire chair, only the armrests), the LCL Beauty service department will examine them and see if anything can be done to repair or restore them to original condition. If this is not the case, we will send brand new replacement armrests to the customer so she may affix these to her chairs. LCL Beauty is offering full coverage to Ms. [redacted] for her items purchased, she need only follow warranty guidelines and send in her armrests for evaluation and repair or replacement as our tech department analysis finds necessary. She can view our warranty policy at http://lclbeauty.com/warranty.php. LCL Beauty reserves the right to fulfill the warranty at our own discretion. This may include sending parts for repair or complete replacement of the goods according to the policies set forth in the warranty. It is the client's responsibility, and not LCL Beauty, to contact and return damaged products directly to us for repair or replacement. Customers are still responsible for shipping the item to our service department. Any shipping fees shall not be reimbursed by LCL Beauty. Any labor or repair of all return products does not renew or extend the warranty.

Consumer

Response:

Review: [redacted]I am rejecting this response because: it's not acceptable and it's a complete repeat of the previous email. This company has not only been a waste of my money, but also a complete waste of my time. In the future I will be sure to work with a local, reputable supplier as I should have done in the first place. This also is my first experience with the Revdex.com and all I really have taken away from this experience is how impressed I am at your ability to forward emails back and forth between parties.

Review: My company has ordered from this company in the past, we have spent more than $3,000 dollars with them but I will no longer spend my money with them as they have the WORSE CUSTOMER SERVICE IN THE INDUSTRY. Not to mention they are very DECEITFUL to the client. I called the company a few weeks ago because a machine I had bought from them has a piece that needed to be replaced. I regret not writing down the name of the lady I spoke to, because she was the one that told me what part I needed to order, which we came to realize it was the wrong piece when we got it in the mail. I called the company and spoke to a [redacted], I told her what the situation was and she goes on to tell me that there are no refunds on parts. I told her but your sales person was the one that told me which part to order and I should not be penalize for her incompetence. She then goes on to tell me that no one recalls speaking with me over the phone, OF COURSE, how convenient, all of a sudden everyone has amnesia and no one recalls the conversation they had with me or the fact that they gave me the wrong information over the phone. Why would they, they give me the wrong part number and then due to their return policies on parts, I am stuck with a piece that does not even fit the machine. It is very convenient to tell the client, "we'll our return policy will not allow us to take it back and give you a refund for it". We'll maybe you should mention your return policy to the client over the phone on parts and maybe you should have people working their that can give you the correct information. The reality is, is unfortunate that we as humans tend to trust the companies we order from and to be hones with you once you print the order you placed you basically don't read anything else. All I wanted was for them to replace the wrong item they sent to me with the correct one, I feel that I have been a great client to them and they should acknowledge that it was the fault of their people that all this happen, NOT OURS!Desired Settlement: I want the part to be replace, I am sure they can make an exception on their RETURN POLICY, all companies do it to make their clients happy. They claim to have number #1 customer service but is far from that. If they chose not to resolve the matter then they are the one loosing out.

Business

Response:

LCL Beauty cannot accept returns for facial machine partsand accessories as that would incur several health safety violations. Regardless of customer claims that an itemremains in sterile and unused condition – we cannot accept it back as it would beunsafe to restock as cross contamination from usage/environment/other factorscould put other customers and existing at risk. In this case, facial brushes were purchased from ourwebsite. We are unaware of who Ms[redacted] spoke with originally, but the website clearly states that partsfor her LCL Beauty PRO-6500 Elite Series Facial Machine have to be ordereddirectly over the phone with a sales representative. In fact, if you look at the part description she purchasedat the link (screenshot attached): http://lclbeauty.com/proddetail.php?prod=PTA-NATBRUSH2 · You will see very clearly in LARGE block lettersa warning stating all parts sales are final and not eligible for refunds or exchanges. We instead urge customers to call and getclarification before they complete a purchase. · Additionally and more importantly, if you lookat the second notification box with the red boldfaced text as well as theANIMATED exploding exclamation point image, the wording clearly and in nouncertain terms states: These replacement brushes will NOT fit our EliteSeries of Facial Machines.If you wish topurchase facial brushes for any of our Elite Series Facial Machines, pleasecall during business hours and a representative will be happy to assist you. You can find alist of our Elite Series Facial Machines here. If Ms [redacted] would like help acquiring the correctreplacement facial brushes for her machine – LCL Beauty would be more thanhappy to assist her and would even offer these replacement brush heads at thesame price as the ones she already purchased (note, this is well below thestandard sale price of the elite series brush replacements), however for healthand safety reasons, we cannot take back the items that were already shipped andreceived by her.

Consumer

Response:

Review: [redacted]I am rejecting this response because: You company is a piece of crap. I have spent thousands of dollars with your company but will NEVER purchase anything from LCL BEAUTY and I will make sure that everyone knows how deceiving your company is with the WORSE customer service in the industry. How convenient that no one remembers speaking with me, maybe you should hire people that are competent to give the correct information to clients over the phone so clients are not left having to buy the incorrect items and deal with having to deal with you guys thru the Revdex.com. To be honest with you, is your lost not mind because there are many other companies that provide the same materials as you, with WAY BETTER CUSTOMER SERVICE. So you actually have done us a favor! Sincerely,[redacted]

Business

Response:

We are sorry you feel this way about LCL Beauty. We urge you to review our [redacted] store to find we are a top rated seller with highest buyer ratings. We have a 99.8% 5-star positive feedback with over 29,563 feedbacks received. It is unfortunate you feel slighted over this $24.77 purchase of facial brush attachements, however we can only refer you to our previous response. We hope you understand - for health and safety reasons, we absolutely *cannot* accept any returns on parts and accessories - especially facial brushes. This is not a company policy created to be obstinate, it is a requirement by the Washington state public health and safety legislature, and is compliant with OSHA Law and regulations. We appreciate your business and hope you understand our position in this matter. our hands are tied.

Consumer

Response:

Review: [redacted]I am rejecting this response because: I really can care less for this UNPROFESSIONAL COMPANY. Maybe you should have SALES people that know what the heck they are saying to clients and know your products better instead of having incompetent people that give client the wrong information in what pieces they are supposed to order. It does not make a difference to me. I have made sure that no one I know will order from your company, nor will I every spend $1 with you guys, so, at the end of the day is your loss and I have found someone WAY BETTER, WITH BETTER PRICING. Sincerely,[redacted]

Review: We received a hood dryer from LCL BEAUTY WASHINGTON through [redacted]. The dryer was ineffective at drying hair and everyone agreed that we needed to return it immediately. We contacted them LCL customer service and informed them we wanted to return the dryer the day we received and realized it was non functional. They sent us am email of return information and policy which included not paying for shipping. Considering the dryer did not operate correctly we asked them kindly to pay for the shipping. After being forwarded through multiple employees and several calls some of which they did not respond to, they were insistent that we needed to pay the shipping because the first time we called they claim that we did not say it was broken. We would not want to return the dryer if it was not broken. When we were asked why we were returning it we said the air pressure was insufficient for drying hair. Desired Settlement: We strongly feel that their company should pay for the return shipping considering prior statements.

Business

Response:

Initial Business Response /* (1000, 7, 2014/03/31) */

Mr. [redacted] and his associates purchased this professional grade hair dryer and wished to return it because it did not live up to their expectations NOT because it was a non-functioning device. The customer states they contacted LCL Beauty on the day they received the dryer to report issue. Our first correspondence with the customer is logged on February 12, 2014. Purchase date was on January 22, 2014. Delivery date for the dryer is reported by [redacted] as being delivered on January 24, 2014.

Our records show the customer called in on February 12 (2 weeks after initial purchase) to state they wished to return this unit because the "wattage was too low". After being notified that 1000 watts is standard for this type of hooded hair dryer, the customer then stated that the fan was not fast enough. LCL Beauty offered to replace the fan at no cost to the customer. It was at this point the customer then admitted they had already purchased a different hair dryer and wanted to return the PRO-1040.

Our 1040 hair dryers are all professional grade for use in commercial salons and they dry hair without issue. In just the past 3 months alone we have sold 135 of these hair dryers to both professional salons, and home users without issue, complaint, or return.

If the customer wishes to return an item any time within 30 days of purchase, they are more than welcome to return it for a full 100% refund of the purchase price, however LCL Beauty cannot cover return shipping costs except in the case of manufacturer defect. This is a standard return policy that is not limited only to the beauty industry.

Our return policy is made available to customers for review 24 hours a day, 7 days a week. This policy can be reviewed both before and after customer purchases. In fact, for the customer to be able to complete their online transaction, there is a mandatory checkbox they are required to manually check, that states they have reviewed and are aware of our policies.

Review: I ordered a foot bath and it has 3 cracks in it after only 2 uses. The quality of the product os extremely poor.Desired Settlement: I want a full refund of my money.

Business

Response:

Initial Business Response /* (1000, 5, 2014/04/11) */

Here is the timeline for transaction:

12/26/2013 - Footbath purchased

2/27/2014 - first call with complaint about cracked chassis

Ms. [redacted] is beyond the 30 day no questions asked refund time period, as we received no contact from her until a full 2 months after her purchase. She is however, still 100% covered under our LCL Beauty 1-year warranty policy. This policy is available for all customers to view 24/7 both before and after purchase.

As clearly stated in our warranty:

Should the customer desire (or needs require) one of LCL Beauty Inc. technicians to perform the service to ensure product warranty, the customer is 100% responsible for shipping the item to our technicians. LCL Beauty Inc. will not be responsible for any return shipping or shipping insurance charges. Complete correction of any issue brought forth by the client shall constitute fulfillment of all liabilities of LCL Beauty Inc. in regards to the quality and advertisement of the products.

Ms. [redacted] need only ship her cracked footbath in to LCL Beauty's service department for a diagnostic review. If we cannot repair her footbath, LCL Beauty will replace it with a brand new model. We cannot however, offer her a sight-unseen refund for an item over 2 months old that is used and cannot be resold due to health reasons (biological contamination).

Review: We had ordered 4 of these chairs for our shop. Within only a year, they are completely falling apart. The built in armrests have all since snapped off due to customers merely trying to sit up. The result was that we had removed the armrest system entirely and are using separate armrests... 3 of the 4 hydraulic systems do not work anymore and they will not lock or raise. The separating leg system has broken on 2 of them.. they will not lock in place and have actually fallen off on numerous occasions. The "acrylic" black paint is chipped all over and is now corroding and rusting.. Preventing the back of the chair to lock in certain positions...

We have tried to contact customer service numerous times without any return communication.Desired Settlement: full replacement

Business

Response:

Initial Business Response /* (1000, 5, 2014/04/03) */

Timeline:

Product purchased by customer: 7/26/2012

First contact from customer with product issues: 3/12/14

[redacted] purchased our InkBed Series 2 bed two years ago in July of 2012. The contact we received from [redacted] was in February of 2014 - well beyond our industry standard 1 year warranty.

[redacted]'s claims that he has tried to contact customer service numerous times are a flat out lie. We have on file several 2-way correspondences via email as well as phone calls with our technicians working with him to resolve his issues.

While we have tried diligently to work with [redacted] to provide solutions to his difficulties, he has taken to leaving negative libelous reviews on several websites and demanding we give him free brand new product before he will take these libelous reviews down. We cannot offer him the brand new replacements for product over 2-years old that he is demanding in response to these negative feedbacks.

Based on our email correspondences with [redacted], it is apparent that he did not care for and maintain his furniture in their very high volume shop (his own words). Our Warranty (which may be reviewed in it's entirety 24hours a day, 7 days a week) clearly states:

"Damage due to product modifications and inappropriate or untrained use by the customer will void our warranty...nor does it cover normal wear-and-tear."

We have many happy customers - as far back as the InkBed Series 1 (sold in Feb 2011) bed that are still using their furniture with success. It is clear [redacted] did not care for his product, and now is attempting to blackmail and strong-arm our company into providing him brand-new replacements for misused product that is well beyond the industry standard warranty period.

Initial Consumer Rebuttal /* (3000, 7, 2014/04/03) */

(The consumer indicated he/she DID NOT accept the response from the business.)

We had originally contacted the company only a few months after we purchased the beds. Some replacement parts were sent to us but the chairs continued to fall apart. We consistently contacted [redacted] and [redacted] about our issues and were assured that someone from their "tech support" would contact us. Which never happened. Finally we were able to get in touch with [redacted] Who stated to us that we did indeed make many claims within the timeframe and would be able to help us after he had spoken to the owners of the company.. I have yet to hear back from [redacted] after calling 7 times.

The product is used AS INTENDED in a high volume tattoo shop.. Nor was it modified in any way, with the exception of having to remove the armrest systems that had broken off.

Nothing more nothing less. You can clearly see on our website and social media pictures of our shop and that it is maintained impeccably.

Final Business Response /* (4000, 11, 2014/04/22) */

An LCL representative spoke with Mr. [redacted] and he explained that parts of the bed were rusting and corroded - Mr. [redacted] specifically mentioned the adjusting teeth on the backrest that let you adjust it into reclining positions. When asked how it could be corroding through the paint and Mr. [redacted] explained that with heavy use in his shop, the paint had started to chip through normal wear and tear.

[redacted]Of particular note:[redacted]

Mr. [redacted] also stated that he sprays the entire beds down with Metricide after each tattoo. Metricide is a highly corrosive sterilization solution. MSDS and usage instructions for this solution clearly explain that after manual cleansing/processing, instruments must me thoroughly rinsed by immersing completely in a large volume of fresh water and to keep the instrument immersed for a minimum of 1 minute or longer. The rinsing process is explictly required a TOTAL OF THREE TIMES. You can find this information and more at the Metricide website: [redacted]

When our representative explained to Mr. [redacted] that he is responsible for maintaining the normal wear and tear on his beds, and that he would not have the corrosion problems if he wasn't spraying caustic chemicals directly onto bare metal. He was told that he should be touching up the paint or correcting any paint chips as they occur. He seemed flabbergasted by this response and stated that he couldn't maintain the beds properly because we did not provide him with touch up paint.

LCL Beauty explained that many of our customers are still using series 1 beds without any of these problems (Mr. [redacted] has a Series 2 bed). This is not a manufacturer issue or defect, rather neglect and abuse (when caustic chemicals are taken into account). Mr. [redacted] was advised that he can purchase replacement parts because he is no longer under warranty, and this would not be considered a warranty issue. He demanded that we provide him with the replacement parts or give him considerable discount on a different tattoo bed. He was told those were not valid options. Mr. [redacted] is welcome to purchase replacement parts or new equipment and was advised that because of his very busy shop, he needs to be more vigilant about how his artists are treating the beds, and caring for them over time. If paint wears or chips during extensive use over time, it should be touched up with paint to protect the metal from their cleaning products.

Mr. [redacted] also mentioned during our call that the reason the armrests had broken off his beds was because the artists were allowing clients to hoist themselves in and out of the bed using only the armrests. We reminded him that they are armrests only and should not be used to hold the clients entire weight while entering or exiting the chair.

Review: I have purchased 3 High Frequency Facial Machines from LCL on [redacted]. 2 of the units were defective on arrival and were replaced immediately. 2 then died later, just before the 1-year warranty expired. 1 died after warranty. I called them around March 12th and they emailed a repair form that stated "devices must be shipped in original packaging with all accessories". So I filled out the form completely with my contact information and current shipping address and mailed the package to LCL. It arrived March 23rd and was "left with individual" according to [redacted] tracking. On April 15th, I sent an email to [redacted]@lclbeauty.com "Hi, I was just wondering the status of the 2 high frequency devices I sent in a few weeks ago. Thanks,[redacted]" No reply, so on April 16th I called and spoke with support and was informed they had no idea where my package was. I tracked it to make sure and sent this email April 16th: To [redacted]@lclbeauty.com [redacted]@lclbeauty.com Hi, I found the tracking number for the devices I sent for repair/replacement. It was delivered March 20th and "left with an individual" at the address. I also attached a photo of my receipt. Thanks, [redacted] No reply. no call, no followup, I got a notification from [redacted] 4 days later that they shipped replacement handles to my old address. So I sent another email: To [redacted]@lclbeauty.com [redacted]@lclbeauty.com Wow, no one could be bothered to call me back last week and let me know what was going on. Today I got a notification that you shipped the package to my old address 20 miles from where I live now in a secure building. Can you please contact [redacted] immediately and reroute the package to my current address?" Get a call from "[redacted]" who doesn't know I answered and she's loudly telling another employee she "called me" and I'm a bad customer. Promises to send electrodes and boxes. Electrodes arrive, 1 is broken, no cases. Call again and demand to speak to manager. [redacted] refused.Desired Settlement: I want 2 full kits with handles, electrodes, boxes, and foam sent to me ASAP. I have reason to believe the boxes were shipped today (hopefully with foam in them), but I sent 2 more emails to support and sales when I realized one of the electrodes was broken. That was over an hour ago and no one has replied to confirm that they are replacing the broken electrode. Also, they haven't answered how long the warranty is on the replacement units. No one has replied to my last 5 emails using either [redacted]@ or [redacted]@. I am speechless at how horrible this experience has been and how little their employees seem to care about their customers or performing their jobs well. [redacted] admitted she could see ALL of my emails in their system, I was polite and friendly at first, no idea why they can't be bothered to reply to an email or call a customer back!

Business

Response:

LCL Beauty gone above and beyond our standard warranty service requirements. We serviced out of warranty items at no charge, we apologized for damage in transit by [redacted], and we gave her as a FREE GIFT $50 worth of merchandise in the form of glass electrodes for her serviced machines. Her claims that our RMA form requires original packaging – as you can see from the attached form – this clearly states original packaging is only required if the customer wishes to return an item for REFUND. Not for service. Ms. [redacted] complained extensively about communication, however after she became quite abusive over the phone, using profanity and consistently insulting our staff (examples quotes on record: “none of you have an IQ over 100”, “I am plotting to put your company out of business”. She also complained about not receiving any phone calls but sent an email stating: “I got the voicemail from whomever just called me and if you think I am returning the call of that awful woman I caught lying and [redacted] at her co-worker about me a couple of days ago while she was waiting for me to answer the phone, you people are high”. Despite warranty expiration and shipping transit damage beyond our control, LCL Beauty has already provided:· Complete service on the 2 High Frequency Devices originally sent in for service· Verified and certified functionality on said devices· 2 free sets of glass electrodes to apologize for any inconvenience with this service request (total retail value: $49.54 USD)· 2 brand new boxes for her High Frequency DevicesIt is unclear why the customer believes she deserves 2 brand new devices for service work that was fulfilled, certified, and returned with free gifts offered for inconvenience due to shipping damage. Her situation was 100% resolved, she now has working devices, brand new boxes for her devices, and 2 spare sets of glass electrodes (total of 10 electrodes in all). There will be no additional free merchandise sent.

[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Consumer

Response:

Review: [redacted]I am rejecting this response because:

Review: Re LCL Beauty, Inc. (address provided below) I am submitting my complaint via email, as your website has not processed complaints for the past two days (9/5 to 9/6, 2013). My complaint involves a business's product or service. I am not an active duty service member, civilian employee of the Department of Defense, a military dependent or retired from active duty. My complaint does not concern employment practices, discrimination, civil rights, a criminal act, nor has involved litigation. My complaint involves a guarantee or warranty issue, namely a refusal to abide by a return policy. I own [redacted] in Columbus, Ohio. Recently, I contacted LCL Beauty, Inc. to purchase two barber chairs for my store. LCL Beauty, Inc. has a mailing address of [redacted] Everett, WA 98203-7156. As part of my conversation with the company's sales representative, I explained that I needed the chairs to be able to lay down so that customers could have their hair shampooed. I added that I needed the chairs to be multi-purpose barber chairs. I was assured that these chairs would do that. I made my purchase. On July 16, 2013, the two chairs arrived, delivered in 4 separate boxes. I had the chairs assembled and then tried them in my shop. However, the chair backs did not go down far enough for shampooing. In fact, when one of the new chairs was used by the first customer, the customer reported that the angle caused by the chair to the sink was not comfortable at all. The chair was in its fully reclined position. While these chairs recline, they do not recline enough. I contacted the company to inquire about returning them. When the representative learned that the shipping boxes no longer were available, he said there was nothing that could be done. (That conversation was not the first time my client had to call your company after the chairs had arrived. I had to call to ask for instructions to work the mechanism to lower the chair back. I spoke with a man named [redacted]. Those instructions were emailed to me.) I never signed an agreement accepting this term. I do not seek a refund. I want to exchange the chairs. To that end, I reviewed the company's return policy. In part, it states: "Item must be returned in the original packaging." (See website Re returns http://lclbeauty.com/returns.php; bold in original text.) However, this return policy concerns only the procedure to return an item for a full refund. Proving this point, the returns policy continues: "LCL Beauty cannot offer a full refund without our original manufacturer packaging." (See website Re returns; emphasis added http://lclbeauty.com/returns.php) The company returns policy also states, "Upon verification we will issue a 100% full refund of your purchase price." (See website Re returns http://lclbeauty.com/returns.php.) The company's return authorization form also supports this view. In response to a communication with the company, I received an email from a company representative, [redacted] on August 9, 2013. In his email, [redacted] provided a copy of a form, "LCL Beauty/Salon Outfitters Return Authorization Form." That form goes on to state about refunds that, "We only accept returns for refunds with all new components in the ORIGINAL PACKAGING." (emphasis in original text.) That form also indicates that exchanges are contemplated, as a check mark box is included for that as an option to describe the type of return being used. I since learned from the company that it will not agree to exchange the two chairs. I have learned that the company still asserts that an exchange of the two chairs must be done in the original packaging. The company's terms on its website do not speak to having the original packaging to exchange the items - such packaging is described as being needed only if a refund is sought. Next, I learned that LCL Beauty disagreed with any notion that I asked about the chair's ability to lean back for shampooing. A company representative explained in an email that no sales person ever would have said these chairs can be used for shampooing purposes. Desired Corrective Action: I want LCL Beauty, Inc. to offer an exchange for the two barber chairs I purchased. If it is correct that an exchange requires reshipment in the original packaging, then LCL Beauty ought to say that as part of their terms of their agreement on their website. Desired Settlement: Exchange

Business

Response:

Initial Business Response /* (1000, 6, 2013/09/18) */

LCL Beauty's return policy clearly states the requirement for original packaging for all item returns, regardless of reason or ultimate outcome. Without original packaging, the item cannot be refurbished for resale, nor can it be restocked in the warehouse. This policy is available for review both before and after the purchase, 24 hours a day, 7 days a week, 365 days a year. Additionally, EACH AND EVERY BOX is printed with the following red boldface all-caps message (emphasis added):

ATTENTION RECEIVER

Do not sign for this shipment until you have thoroughly inspected for any damages. Shipper is not responsible for shipments that are not signed for as damaged upon arrival.

**DO NOT DISPOSE OF THIS BOX AND ALL PACKING MATERIALS** until this item has been fully inspected...

A photo of our boxes can be supplied upon request.

The customer also claims an LCL Beauty sales representative quoted him functionality on his purchase that set false expectations. This is either a misunderstanding on his part, or a patently false statement. His need for a shampoo all-purpose chair is not functionality any of our employees would quote for this item as it is not meant to be used as a shampoo chair. We have carried this chair and similar models for years now and we have no 'new-hire' employees that could possibly have made this misstatement.

If the customer had explicitly asked one of our phone representatives if the PRO-6635 could be used as a shampoo chair as he claims in his complaint, his response would have been an unequivocal "no". Our CRM database shows records reflecting his phone call to our offices on August 7, 2013. In this call, [redacted] explicitly told him again that the PRO-6635 chair is not made for use in shampooing.

LCL Beauty has tried to work with this customer even after he threatened legal action and contacted us via lawyer, however we cannot help him any further as he cannot provide one of the few basic requirements for product return to our offices - original packaging. With warnings and requirements printed on the website, as well as printed in all caps boldface red text on the boxes themselves - we are not aware of any other way to make this requirement more transparent.

Review: I purchased a towel cabinet from this business when I first opened my business on February 3 of 2014. The towel cabinet seemed to not be dispersing of the water properly into the tray as it should. Once business got busier again with facials I realized what I thought was true. A properly working towel cabinet warms up moist towels.......because of the heat the cabinets will hold moisture, because of this EVERY towel cabby on the market has a little trap under the door where the water should disperse into. This cabinet was holding all the moisture in the door and as soon as you would open the door the water would then just fall down the door and all over what it was sitting on as well as the floor. It was an absolute mess! I contacted LCL Beauty Supply in May of 2014. The woman that answered the phone questioned me as to if I new how to properly get the towels wet and wring them out....I then informed her that I've been doing skincare for 14 years and I 100% know how to wring out a towel. I've went to the best schools and had the best training....most with [redacted]. The woman had said that I need to contact a man by the name of [redacted].....I did so several times. I was getting the run around and then I even spoke to a man by the name of [redacted]. They informed me that I could not send them the videos or pictures via email but I needed to send it via text....still getting the run around. It was close to our vacation in June and I wanted it fixed by the time I had came back so I called and demanded that they helped me because everything they had made me do thus far and I had nothing that was set in place to get this fixed. My towel cabinet had been put in storage in the office because I could no longer use it at all because I realized the damage that it was doing to my very expensive cabinet. So LCL Beauty has documentation of some of this actually just one call but I have 3 emails that I sent to [redacted] and never got a response. They are denying warrantyDesired Settlement: My item is not functioning because of the damage the door has rusted and I Will not have in ruining other pieces of my decor. With a normal product this would have never have happened. I take pride in what I do and the way things visually appear to my clients! I wish others would take pride as well!!! I would like the towel cabinet replaced and I will send them the junk back that I have once I receive my new one with a return label as well as getting my furniture repaired or replaced. I do still have the videos that I sent them. I could provide them if need be. Thank you for your help. I'm sorry if I seem nasty but I'm just very disappointed with the customer service that I received. I spoke to someone just 9 days ago again before submitting this and they didn't seem to care. Just to show about their customer service, I had to request a receipt and there is no order history or client number for me if I try to pull it up. Thank you again, [redacted]

Business

Response:

**For the customer – please note: time sensitive action required below**This is the first time this described behavior has ever been reported for this towel warmer, after many years and thousands of units sold. Regardless, in an earnest attempt to understand, diagnose, and resolve this issue, LCL Beauty will be happy to extend a *single instance* of warranty service for this towel warmer – despite the fact that the merchandise is well beyond normal warranty. We are offering Ms. [redacted] 2 full weeks to contact our service department, obtain a warranty service form, and ship her towel heater in for warranty service per our posted guidelines. Upon receipt, our technicians will diagnose her cabinet and find root cause of the reported symptoms. This offer expires on Monday May 4th, 2015. After that date, her product will no longer be eligible for a free instance of warranty service. After May 4th 2015, LCL Beauty will be happy to offer service and diagnostics and repair (as needed), but it will be using our standard service charge protocols. Ms. [redacted] may review our guidelines for warranty/service work as listed on our web page – available for review 24 hours a day, 7 days a week (both before and after purchase): http://lclbeauty.com/warranty.phphttp://lclbeauty.com/returns.phpWe do have record of the customer’s first service request call. LCL Beauty updated her client records and a warranty service form was sent via email on 7/16/2014. After this date we received no contact from the customer until 3/27/2015 – warranty form was not fulfilled, nor was it sent to LCL Beauty. It is the customer’s responsibility to follow up with issues and contact us for their concerns. If she did not receive her service form as she claims, we at LCL Beauty have no possible way of knowing this. While we are a small company, we strive to work with hundreds of customers on a daily basis. We cannot follow up on Ms. [redacted] behalf – she must also accept responsibility to do her part so we may help her. Regarding her demand for $800 on a $115 purchase, this will not happen. As clearly outlined in our warranty verbiage, LCL Beauty is not responsible for damage due to product modifications, inappropriate or untrained use. As Ms. [redacted] has 14 years of experience as well as training with [redacted], if she continued to use the towel heater despite her clear description of issues –-- continued to use it enough to deal $800 worth of damage to her spa environment --- that is a clear example of gross negligence and blatant product misuse.