Misikko

Our toll free number had been removed from our website several months ago only leaving our email address as a way of contact We had responded to of the emails sent We had not responded as the customer had stated to her last emails for a request to have a phone call because our live customer support is not available at this time which had been previously explained to the customerWe did not ignore the customer's initial concerns and had addressed both the warranty and not being able to contact us by phone Had the customer contacted us within the warranty period or even within days after expiration, we would have honored the warranty The warranty had expired over a year ago and the manufacturer's warranty had expired in 2012, therefore we cannot replace the item nor do we repair items

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Although I did receive those two email messages that Misikko cited (and I had mentioned their initial response in my original complaint) this complaint is not simply about their failure to honor a warrantyIt's about the fact that they list a phone number on the website that's clearly not being answered, and the fact that I have tried everything to communicate with them and call them to speak to somebody live over the phone and they have not gotten back to meI sent them three email messages since the time their last response, and they refused to replyI also left them multiple voicemail messages on their customer service lineThey did not get back to me, and that is extremely frustrating and not the way to operate a businessAll I asked for was a chance to be heard, and a chance to speak to a live person about this issueEven some kind of indication of acknowledgement or response to my multiple email messages would have been an acceptable way to handle the issue and is what is expected from a reputable businessRepeatedly ignoring a customer is not the way to operate a businessIn fact, even after I sent my complaint to the Revdex.com, before they had sent this response in, I actually sent them another email message, which reads as follows: "Dear Misikko, I am disheartened and disappointed in the lack of response I have received to my repeated requests for personal contact regarding my warranty issueI understand that the item is technically no longer "covered" under your warranty, but I simply requested the opportunity to speak to a live person about this issueI have repeatedly contacted you via phone (where I left multiple messages) and emailed you, and given you my cell phone number and availability, /note to Revdex.com-I provided them with my cell phone number at this point in the email, which I am removing for privacy reasons from this copy of the email/), and I have not heard back from youI was so frustrated, I submitted a complaint to the Revdex.com I am sad that it has come to that I would love to resolve this issue, and it can still be resolved if someone from your team just gets in touch with me, preferably by phoneThank you, [redacted] ***" It's very disappointing that Misikko has not even acknowledged their repeated refusal to even respond to me in their official response to the Revdex.comTo deliberately leave out our exchange, my repeated attempts to contact them via email and via phone, and their blatant refusal to address my repeated requests for communication, is definitely not honest and certainly not the way to operate a business or to treat a customer and maintain a satisfactory rating on the Revdex.comA note to Misikko: All of this could have been resolved simply by contacting me and responding to my emails and my phone callsI understand you might have a warranty policyThat is not the reason I contacted the Revdex.comIt is because your phone lines are not being answered, the emails I send you are being ignored, and your customer service is completely lackingI spent a lot of money on your website, and I deserve to be treated with respect regardless of how much I spendI trusted you with my hard earned money because at the time you had an A rating on the Revdex.comI want you to look at your customer service policies very carefully and consider whether you truly believe you deserve to have an A rating after the way you handled my situationYou seriously need to review your customer service policiesIgnoring a customer and not responding to them will not make the problem go awayCustomers deserve to be heard Regards, [redacted] ***

[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 Regards, [redacted] ***

The customer had sent an email stating that she had wanted a full refund for the product because she had hair dryers since initial purchase in October She had been sent replacements in June and December We had responded to the email: I am very sorry about your dryer becoming defective againI am also sorry to say that your year warranty will be up in October of this year and we cannot refund the product (Customer Service Rep) did not have the authority to offer a refund unless there was an exception that we had to be notified within days of receiving the last replacement We will however not inconvenience you with the trouble of returning the 3rd replacement and will send a new one out to you right away Please let us know your current shipping addressThe customer responded with another email stating her case again and we had responded with the below I understand your frustration with the product and the low satisfaction level you are feeling with our customer service and warranty policy If you had contacted us within days of receiving the last replacement we would have provided a refund as promised by the customer service representative you spoke withSince it has been over months since you have had the replacement in your possession we cannot grant a full refund However, we are willing to grant a partial refund We will refund $ You should expect to receive notification of the refund via email by the end of today and it typically takes 3-business days to post to the account warranty policies do not require the retailer to pay for shipping of a defective product We do make exceptions if the product becomes defective within days of receipt and we are notified right awayIn this case we were not notified within days of receipt

[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 have decided to not pursue the matter any furtherEven so, the fact remains that the original two email responses that I received from Misikko had not been entirely clear that their customer service line is no longer working to the point that it is even unavailable to even make outgoing callsMy understanding from their email was that the toll-free number was simply down, but I did actually explain in my response to the Revdex.com (and even in my email to them, I did tell them that I would appreciate some response via email even) that this whole entire thing could have been avoided if Misikko had the courtesy to even respond to the three emails I sent after receiving their second email response which stated that they could not help me I just wanted some sort of communication from them, and they chose to ignore my emails and did not have the courtesy to take the time to even explain to me that they cannot make outgoing callsAnd the fact that they have a toll-free number listed on their website means they should inform their customers that their toll-free number is not working or at least say so in the voicemail messageAs it is, when I called the toll-free number and left repeated voicemails, I was informed in the voicemail message that all of their customer service representatives were busy in assisting other customers, and that I should leave a message and that they would get back to me as soon as possibleThat's very misleading Meanwhile, even after I posted my complaint to the Revdex.com, I did send them another email which I had also copied and pasted to the Revdex.com after rejecting their last message, and in the email I sent them after posting my initial complaint, and before I had received their official response to my complaint via the Revdex.com, I also said that some contact from them via email would even have been appreciated They chose to ignore my emails, and they have not treated me with the courtesy to respond to my emails directly nor have they sufficiently addressed my concerns about their lack of proper customer service and the fact that they are not available via their customer service lineThey need to advertise the fact that their customer service line is down, and that they're only available via emailI just happened to email them, but I did not know anything about the phone lines being down until I received their email responseAnd even that email response was rather vague, because I was still under the impression that they could place outgoing calls.I'm not pursuing this any further, but I cannot say I am satisfied with the way that they handled my situation and their responses to the Revdex.comProper customer service ettiquette would be to respond to customers via email or any other means and not ignore them and hope that they will stop bothering to contact you.In my opinion, this business does not deserve an A rating on the Revdex.com, as they had in the past Regards, [redacted] ***

We have received an email from the customer on June 16, regarding one of her *** products stating she had a warranty issue We found her order from May 6, in which she had purchased *** products The warranty offered by the manufacturer of all the *** flat irons and hair
dryer is one year from date of purchase Misikko offers an additional year We sent a response to the customer on June 17, stating the following:
"I am very sorry that you can not reach us by phone We are currently restructuring our website and our customer services lines are not operational at this time Unfortunately, both the manufacturer's warranty and Misikko's warranty on both of your *** products have expired in (year manufacturer's warranty) and (year Misikko warranty.)
Are there any other specific questions I can assist you with?"
The customer then sent a response the same day stating that the blow dryer stopped working over months ago but she did not know it We had then replied later that day with the following:
"I understand your situation and am very sorry for any frustration you may be havingThe product was purchased in May of The manufacturer only offers a one year warranty but Misikko extended the warranty an additional year Even if you had contacted us months ago, it would have still been over months since warranty expiration
Again I apologize for this inconvenience."
Our refund policy is within the first days of purchaseOur warranty policy on our website states: Each manufacturer has a different way of handling warranty issuesIf your appliance stops working due to a manufacturer's defect while under warranty, please send us an e-mail to [email protected] with your name, address, product name, and summary of issueOnce we receive your e-mail we will contact you within hrs in most cases unless we are experiencing high volume***Please note that all warranty periods are determined by the original date of purchaseReplacement products do not renew or start up a new warranty period.***

Our toll free number had been removed from our website several months ago only leaving our email address as a way of contact.  We had responded to 2 of the emails sent.  We had not responded as the customer had stated to her last emails for a request to have a phone call because our live customer support is not available at this time which had been previously explained to the customer. We did not ignore the customer's initial concerns and had addressed both the warranty and not being able to contact us by phone.  Had the customer contacted us within the warranty period or even within 30 days after expiration, we would have honored the warranty.  The warranty had expired over a year ago and the manufacturer's warranty had expired in 2012, therefore we cannot replace the item nor do we repair items.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Although I did receive those two email messages that Misikko cited (and I had mentioned their initial response in my original complaint) this complaint is not simply about their failure to honor a warranty. It's about the fact that they list a phone number on the website that's clearly not being answered, and the fact that I have tried everything to communicate with them and call them to speak to somebody live over the phone and they have not gotten back to me. I sent them three email messages since the time their last response, and they refused to reply. I also left them multiple voicemail messages on their customer service line. They did not get back to me, and that is extremely frustrating and not the way to operate a business.
All I asked for was a chance to be heard, and a chance to speak to a live person about this issue. Even some kind of indication of acknowledgement or response to my multiple email messages would have been an acceptable way to handle the issue and is what is expected from a reputable business. Repeatedly ignoring a customer is not the way to operate a business.
In fact, even after I sent my complaint to the Revdex.com, before they had sent this response in, I actually sent them another email message, which reads as follows:
"Dear Misikko,
I am disheartened and disappointed in the lack of response I have received to my repeated requests for personal contact regarding my warranty issue.
I understand that the item is technically no longer "covered" under your warranty, but I simply requested the opportunity to speak to a live person about this issue.
I have repeatedly contacted you via phone (where I left multiple messages) and emailed you, and given you my cell phone number and availability, /note to Revdex.com-I provided them with my cell phone number at this point in the email, which I am removing for privacy reasons from this copy of the email/), and I have not heard back from you.
I was so frustrated, I submitted a complaint to the Revdex.com.  I am sad that it has come to that. 
I would love to resolve this issue, and it can still be resolved if someone from your team just gets in touch with me, preferably by phone.
Thank you,
[redacted]"
It's very disappointing that Misikko has not even acknowledged their repeated refusal to even respond to me in their official response to the Revdex.com. To deliberately leave out our exchange, my repeated attempts to contact them via email and via phone, and their blatant refusal to address my repeated requests for communication, is definitely not honest and certainly not the way to operate a business or to treat a customer and maintain a satisfactory rating on the Revdex.com.
A note to Misikko:
All of this could have been resolved simply by contacting me and responding to my emails and my phone calls. I understand you might have a warranty policy. That is not the reason I contacted the Revdex.com. It is because your phone lines are not being answered, the emails I send you are being ignored, and your customer service is completely lacking.
I spent a lot of money on your website, and I deserve to be treated with respect regardless of how much I spend. I trusted you with my hard earned money because at the time you had an A rating on the Revdex.com. I want you to look at your customer service policies very carefully and consider whether you truly believe you deserve to have an A rating after the way you handled my situation. You seriously need to review your customer service policies. Ignoring a customer and not responding to them will not make the problem go away. Customers deserve to be heard.
Regards,
[redacted]

[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. 
Regards,
[redacted]

[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 have decided to not pursue the matter any further.
Even so, the fact remains that the original two email responses that I received from Misikko had not been entirely clear that their customer service line is no longer working to the point that it is even unavailable to even make outgoing calls. My understanding from their email was that the toll-free number was simply down, but I did actually explain in my response to the Revdex.com (and even in my email to them, I did tell them that I would appreciate some response via email even) that this whole entire thing could have been avoided if Misikko had the courtesy to even respond to the three emails I sent after receiving their second email response which stated that they could not help me.  I just wanted some sort of communication from them, and they chose to ignore my emails and did not have the courtesy to take the time to even explain to me that they cannot make outgoing calls.
And the fact that they have a toll-free number listed on their website means they should inform their customers that their toll-free number is not working or at least say so in the voicemail message. As it is, when I called the toll-free number and left repeated voicemails, I was informed in the voicemail message that all of their customer service representatives were busy in assisting other customers, and that I should leave a message and that they would get back to me as soon as possible. That's very misleading.
Meanwhile, even after I posted my complaint to the Revdex.com, I did send them another email which I had also copied and pasted to the Revdex.com after rejecting their last message, and in the email I sent them after posting my initial complaint, and before I had received their official response to my complaint via the Revdex.com, I also said that some contact from them via email would even have been appreciated. 
They chose to ignore my emails, and they have not treated me with the courtesy to respond to my emails directly nor have they sufficiently addressed my concerns about their lack of proper customer service and the fact that they are not available via their customer service line. They need to advertise the fact that their customer service line is down, and that they're only available via email. I just happened to email them, but I did not know anything about the phone lines being down until I received their email response. And even that email response was rather vague, because I was still under the impression that they could place outgoing calls.I'm not pursuing this any further, but I cannot say I am satisfied with the way that they handled my situation and their responses to the Revdex.com. Proper customer service ettiquette would be to respond to customers via email or any other means and not ignore them and hope that they will stop bothering to contact you.In my opinion, this business does not deserve an A rating on the Revdex.com, as they had in the past.
Regards,
[redacted]

The customer had sent an email stating that she had wanted a full refund for the product because she had 3 hair dryers since initial purchase in October 2012. She had been sent replacements in June 2013 and December 2013. We...

had responded to the email: 
I am very sorry about your dryer becoming defective again. I am also sorry to say that your 2 year warranty will be up in October of this year and we cannot refund the product.  (Customer Service Rep) did not have the authority to offer a refund unless there was an exception that we had to be notified within 30 days of receiving the last replacement.  We will however not inconvenience you with the trouble of returning the 3rd replacement and will send a new one out to you right away.  
Please let us know your current shipping address.
The customer responded with another email stating her case again and we had responded with the below. 
I understand your frustration with the product and the low satisfaction level you are feeling with our customer service and warranty policy.   If you had contacted us within 30 days of receiving the last replacement we would have provided a refund as promised by the customer service representative you spoke with. Since it has been over 7 months since you have had the replacement in your possession we cannot grant a full refund.  However, we are willing to grant a partial refund.  We will refund $92.49.  
You should expect to receive notification of the refund via email by the end of today and it typically takes 3-5 business days to post to the account.  
Normal warranty policies do not require the retailer to pay for shipping of a defective product.  We do make exceptions if the product becomes defective within 30 days of receipt and we are notified right away. In this case we were not notified within 30 days of receipt.

Review: I spent close to $200.00 for a hair dryer. The dryer did not work the first time I attempted to use it. Of the four times I used the dryer, it had heat once. The company did not provide a prepaid return label, and it cost $20.62 to return the product via [redacted].Desired Settlement: In addition to a full refund of the price paid for the product, reimbursement of the $20.62 it cost me to return the company's defective product in original packaging.

Business

Response:

Customer was already refunded on April 25th

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Yes, I received a refund for the defective product, the was never the issue. I did not get the $20.62 that I paid to return the defective product. It had to be returned in the original packaging, thus the high cost of return shipping. The product never worked.

Review: I had purchase a [redacted] Air blow dryer from Misikko.com in October 2012. It had a two-year warranty. In May of 2013, the dryer stopped heating up. I had to pay to mail it back for them to send me a new one. I received the second dryer and in November 2013, it had the same issue. I did not want third replacement but that what happened. I was also told, that if something did happen to the third dryer, they would refund my money. I am a hairstylist and did not want it and bought a different dryer for work. The third one has sat in the box unused until June 2014. My blow dryer that I use at home blew out so I decided to use the [redacted] Air dryer. The first time I turned it on, pieces of plastic came shooting out of it.

I tried contacting the company on 6/24, 6/25 and no one got back to me. I contacted them again two days ago and finally some did return my email but still no phone call. They are refusing to acknowledge what they had promised me the last time. I do not want a fourth bad blow dryer. I just want a refund.Desired Settlement: $197.34, the cost of the original blow dryer ($184.99) and the cost to ship it back ($12.35).

Business

Response:

The customer had sent an email stating that she had wanted a full refund for the product because she had 3 hair dryers since initial purchase in October 2012. She had been sent replacements in June 2013 and December 2013. We had responded to the email:

Review: Dear Revdex.com,

I have been trying in vain to speak to a live person from Misikko regarding a warranty issue.

I called their toll-free number countless times and tried to leave a message each time, only to never hear back from them.

Finally, I dug through my email account to see if I could find an email address for them. When I emailed them, I did hear back from someone via email, but only to let me know that their phone lines are not working and that they will be unable to help me.

I emailed them several times since, asking to speak with a live person about this issue and perhaps a manager, to no avail. There was absolutely no response.

It is frustrating because when I first purchased this expensive hair dryer from them, I had checked out their rating on the Revdex.com and it was an A+ rating, even though they were not accredited.

I was happy with them because previously, when my hair dryer malfunctioned, they honored the warranty and shipped out a brand new hair dryer.

Sadly, this is the second time the hair dryer has malfunctioned in less than a year, indicating an inferior and defective product. I doubt the hair dryer is designed to last more than 2 years, if that. I spent a lot of money on this hair dryer, and the way that I have been rebuffed and ignored is troubling.

Now, it seems their customer service policies have changed from when I last bought an item from them. They don't seem to put the customer first. If anything, they just sell us defective and/or inferior products that they no longer stand by.

If only I could speak to a live person about this issue I would feel less ignored. I thought, given the fact that you are in the process of updating your listing on them, you should now about this shoddy customer service. What legitimate company has a toll-free line, asks you to leave a message, and then never gets back to you?

It's disappointing and troubling to say the least. I spent at least a few hundred dollars on this website, and they don't have the courtesy to get back to me or even have a live person call me (I left voicemail messages and even when I emailed them I left my phone number and availability to speak to a live person, but have heard nothing from them).

Please notate this shoddy customer service in your file.

Thank you,

[redacted]Desired Settlement: I would love a replacement of my hair dryer. Either that, or store credit towards a different brand, since I no longer trust the [redacted] Professional line at all. It seems to be inferior and defective, given the fact that it has malfunctioned twice now.

Moreover, I would like an actual response and the opportunity to speak to a live person when I contact Misikko.

Business

Response:

We have received an email from the customer on June 16, 2014 regarding one of her [redacted] products stating she had a warranty issue. We found her order from May 6, 2011 in which she had purchased [redacted] products. The warranty offered by the manufacturer of all the [redacted] flat irons and hair dryer is one year from date of purchase. Misikko offers an additional year. We sent a response to the customer on June 17, 2014 stating the following: