Salon & Spa Boutique

I am rejecting this response because: Their statements are absolutely inaccurateI informed the sales rep who answered the phone, on day 1, that not only was it missing screws, the box was damaged AND the product was damagedI have an email that proves this, that had images of the damaged product included The email and phone conversation I had about the DAMAGED product, took place when the item was receivedIt was not after it was shipped outI can provide proof of emails I sent if neededI was told to send pictures of the damaged box later on I provided proof of the damage appliance well before the item was shipped

I am rejecting this response because: The item was sent back in brand new condition in all of the original packaging The item had never been used

Customer purchased an appliance holder from *** (a selling venue) and it arrived missing a couple of screwsShe called the company initially requesting for parts then later added that the merchandise was also damagedSince it was now claimed damaged, our sales reps followed protocol and
requested for her to send us photos showing the damagesShe was told that once the photos were received she'll received a call with instruction on returning the merchandiseBefore we’ve even received the photos the customer decided to instead file a "return" through *** and was provided a non-prepaid label to send the merchandise backWithout our authorization the buyer ships the merchandise on her expense expecting us to reimburse herShe was not instructed to send it and she absolutely disregarded the conversationWe had no idea this was going on until after she ships the merchandiseUnfortunately as we stated Salon CA does not assume responsibility for any fees that was not authorized by the company.Sent on: *** *** **

I am rejecting this response because:This company continues to say the same statements without acknowledging that there were many errors on their partI have provided proof that many of their statements and timeline is untrueThey claimed I never mentioned it was damaged until after it was shipped and they did not knowThey keep claiming I only wanted replacement partsThe very first phone call and email I sent on 12/1, proves this is clearly not true, as I sent multiple pictures and detailed information about the various damageI also addressed the email to ***, therefore I clearly had a conversation with their employeeThe second girl (it was my mistake for not getting her name, but I know what day and time she worked), read the email I sent *** on the phone with me, she also knew exactly what my concerns wereBoth employees acknowledge FULL refundIf they misspoke or misguided the consumer, than shame on the company for not training their employees better on the business's return policiesHowever, when a customer is told something it should be honoredNot to mention this entire ordeal was not because I changed my mind, or did not want the itemIt was a Christmas gift I ordered in November, that arrived in completely unsatisfactory condition, inside and outThat is 100% poor quality and shipping on the company's behalf and shame on them for making a costumer have to fight tooth and nail for reimbursement on an item that was so poorly shipped Good customer service would want their company represented well and would apologize for damaged items and if a someone was not happy They would take the right stepsSalon CA continues to go around in circlesI have email proof that I was told to return it I followed all instructions that were given to me both by their employees over the phone and through their emails I sent emails showing that "EZ" knew it was damaged before the return happened Salon CA is also stating that *** favored on their sideThat is 100% inaccurate! I spoke on the phone with *** about this twiceThe women couldn't believe I was not refunded for a DAMAGED productShe apologized on Salon CA's behalf, and said "that is not ***'s return policy" She said that unfortunately, *** cannot help me in the matter since the seller of the product was a third party seller If it were through ***, she said I would be refunded easilyBut more or less the sellers who are third party is out of their control, but they expect them to do the right things and uphold the same standards, which this company clearly did not do Because of this, the woman on the phone actually made a note about the businessI'm not sure of the exact terminology she used, but it sounded like the note flags the business and if other customers have similar experiences, than *** will not allow them to sell on *** anymore She apologized several times to me and told me she fully understands why I am upset and she is very surprised at the stubbornness of Salon CA She went to a manager about it and the manager said that "it is not *** policy to do this but they are giving me an $*** shopping credit" because of the circumstance I am going throughThe problem with this credit, and I did not want the credit, is that I do not get my money back! Instead I have to buy more things, in order to use it! On top of that, I do not have the luxury of shopping or purchasing any item that I wantI can ONLY buy something that is sold by *** directly, I cannot use it on any third party sellers The majority of *** and the majority of what I buy is from third party sellersTherefore, this has not been resolved at allThe credit is still sitting there and will continue to sit because I have no use for itI want my money refunded back to my pocket, not held and in control by some company *** 100% did not side with them This is not resolvedI did not get my shipping credited back to meI provided proof of various conversationsI provided picturesI have been lied to several timesWhy wasn't I called back by the manager on several occasions? The company did not try to help at all or fix thisThey continue to show the Revdex.com the same professionalism or lack there of

Customer purchased an appliance holder from [redacted] (a selling venue) and it arrived missing a couple of screws. She called the company initially requesting for parts then later added that the merchandise was also damaged. Since it was now claimed damaged, our sales reps followed normal protocol and requested for her to send us photos showing the damages. She was told that once the photos were received she'll received a call with instruction on returning the merchandise. Before we’ve even received the photos the customer decided to instead file a "return" through [redacted] and was provided a non-prepaid label to send the merchandise back. Without our authorization the buyer ships the merchandise on her expense expecting us to reimburse her. She was not instructed to send it and she absolutely disregarded the conversation. We had no idea this was going on until after she ships the merchandise. Unfortunately as we stated Salon CA does not assume responsibility for any fees that was not authorized by the company. The buyer  contacted [redacted] and filed a claim to retrieve her shipping expense. This will normally take place when a buyer and seller cannot come to an agreement therefore asking [redacted] to rule on the decision. And in this case [redacted] ruled in our favor and no funds were debited from our account. In fact [redacted] took it upon to themselves to reimburse the buyer  the $18.42 she is demanding to collect, probably in means to settle and move forward. With that saying the buyer has already retrieve her loss and we should have closure on this on this case.

Per our company policy as stated on the listing, we reserve the right to charge a restocking fee base on the condition of the return. Your return was not received in like new condition therefore the restocking fee was applied."All returns are evaluated to ensure that all parts are included; merchandise is in the original packaging and is in like new condition. If the return does not meet any of these requirements, SalonCA reserves the right to charge a 25% restocking fee and/or entitling you to forfeiting your refund.  No returns will be accepted after 30 days from the date of purchase"

I am rejecting this response because: Their statements are absolutely inaccurate. I informed the sales rep who answered the phone, on day 1, that not only was it missing screws, the box was damaged AND the product was damaged. I have an email that proves this, that had images of the damaged product included.  The email and phone conversation I had about the DAMAGED product, took place when the item was received. It was not after it was shipped out. I can provide proof of emails I sent if needed. I was told to send pictures of the damaged box later on.  I provided proof of the damage appliance well before the item was shipped.

The buyer has been refunded for this return on 5/25/2017.   Since the item was not in brand new condition a restocking fee of $6 was applied and $23.99 was fully returned.  Please double check your records.

Review: We are a start-up salon and had a terrible experience with this company. We ordered two shampoo chairs that they advertised as new from them - and they were both defective!. The first issue was that the chairs leaked every time we turned them on after they were installed - the water would drop to the floor causing pools of water on our brand new hardwood floors. When we told them about it, they asked for video/pic proof which we took and sent to them. Then, the recliner on one of the chairs stopped working. In both instances, we took pictures and video as proof. Each time we contacted them, they made us feel like it was our fault - for example questioning how "long" it took us to report the problem, why we waited "so long" (we ordered the chairs a few months before we opened up business, and opened the boxes a couple months after we ordered them)...when we have been doing nothing except trying to figure out how to prevent the leaks. THEN, one day as our stylist was shampooing a customer, a pool of water appeared from under the chair and grew bigger and bigger. It was bad. We contacted SalonCA to tell them that we had to get our contractor over there immediately to fix the problem because there is no way that we can use the chair unless it's fixed. Again they told us to send video and pic of the problem and we did. But we had to bring in our contractor immediately to fix the problem -there was no time to wait. Our contractor told us that the chair had old dry pipes and that there is no way it was a new chair!! We had to pay him for parts & labor, and sent the invoice to Salon CA to ask them to cover it. We were not asking for a full refund or credit - just asked them to cover the cost of us having to pay for fixing a chair that was supposed to be new! Then they sent us an email telling us that because we didn't notify them that the chair was leaking and that we got out contractor to fix the issue that "they can not be held responsible for any charges for repairs or loss related to the shampoo unit". We told them MANY times about the leak for months, they sold defective products that have given us nothing but headaches, we have been patient and did everything that was asked so they could conduct their "investigations" and in the end they tell us that they are not liable because we contacted our contractor?The sprayer also broke on one chair. If the chairs were supposedly new, why would the hose be old, why would they leak repeatedly, why would the recliner not work, and the sprayer break so easily?? That is where the first major leak came from. To make matters worse, the other shampoo station sprang a leak SO BAD a few weeks ago that the water shot up to the ceiling! We have many witnesses to this in case. We had to bring in our contractor yet again because it was an EMERGENCY and the station was LEAKING all over our floors - a HUGE leaking puddle. Did Salon CA want us to wait for them to figure out what to do or mail parts and risk injury to our customers/employees, damage to our floors, and damage to our business by only having one station?? Contractor had to replace the hose in the second chair, and ultimately the two vacuum breakers, costing us an additional $375! These chairs have been nothing but a nightmare! Salon CA offered a paltry $20 store credit which is a complete joke. For some reason, they think we have made up all of these issues, or are not being honest even though we have shown them video, pics and contractor invoice to prove our ordeals. We have paid $552 in total to fix the chairs, and will have to repair the floors under the chairs bc of amount of leaks/water damage. We never asked them for a refund on the chairs, we never asked for a replacement. We were patient throughout the whole ordeal, but it had to come down to this. We simply asked for Salon CA to reimburse us for the cost of having to repair the chair (now both chairs), and since they refused that, we informed them that we will have to take further action for false advertising (selling defective products they claimed was new), such as contacting the Revdex.com because they should not be allowed to operate this way.

Product_Or_Service: White EURO Shampoo Chairs

Desired Settlement: DesiredSettlementID: Other (requires explanation)

We would like Salon CA to reimburse us $552 which covers the parts & labors we had to pay our contractor to fix the faulty chairs that were supposed to be brand new.

Business

Response:

Business' Initial Response

SalonCA have been cooperating and working closely with Mrs [redacted] from the day her problem was reported. This was an ongoing situation that lasted for over a period of 4 months. We believed that we have assisted her with our upmost attention unfortunately she has now become unreasonable.

We were contacted by Mrs [redacted]'s contractor who reported a leakage problem. In order for us to properly assist her, a series of question was asked to obtain all the information associated with this matter. We also inquired to see if there was license plumber we can speak to because it was required for the installation of these shampoo units. Because there was a lack of information provided by the contractor a video was eventually requested so that we can understand where exactly the leak was coming from.

(In some instances, due to the nature of our online business, photos or video will be requested from the buyer so that our technicians can fully understand the extent of the problem.)

In the mean time of this ordeal, we were getting past from people to people. A month later it was confirmed by Mrs [redacted]'s contractor, stating that a license plumber has verified that indeed both vacuum breakers needed to be replaced. However because we have not received the video, we weren't not certain that this will remedy the problem. Yet they encouraged us to ship it out the replacement immediately due to the time restraint. We agree to send the replacement to satisfy our customer.

Not shortly upon receiving the replacement parts, Mrs [redacted] called in infuriated and stated that the replacement did not resolve the leakage. This time around, we asked her to provide us with the video so that we can inspect the problem. Again it took several weeks before we can view this video and by then, the problem became much more severe than it originally was.

By this time, the buyer had encounter other several problems, such the reclining lever and the sprayer hose. Without explanation or hesitation, we offered assistance in either fixing the problems or replacing with parts. Of course by now Mrs [redacted] was not cooperative and demanded us to reimburse her for losses. She also wanted compensation for the cost she paid to have these parts fixed.

With no doubt, these were brand new shampoo units purchased. This was just a simple case about installation difficulties and it progressed into problems after problems, months after months. By now Mrs [redacted] has took actions on her own without consulting with SalonCA and unfortunately we will not be able to honor her request. We were not aware of her actions and nor was there an agreement with any type of reimbursement.

Consumer's Final Response

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

After reading their response, it is clear that SalonCa will not admit that they sent us faulty, defective chairs when we have witnesses (licensed contractors and plumbers) who state otherwise. We have employees who have witnessed all of the leaks and damages. It is appalling that they are saying we have not been cooperative and unreasonable, when we have been patient with them, replied to their requests for proof of damage, and are only asking them to refund us for the money we spent paying for parts/labor for contractors to fix the faulty chairs ($552). We have written email evidence that SalonCa is not being truthful in their allegation against us that they sent to Revdex.com in response to our complaint. Here is a list of things that they are not true in their claim:

1) NOT TRUE #1: They never asked us to speak to a licensed plumber. Our contractor himself called them and spoke to [redacted] BEFORE they attempted to fix anything to confirm that our warranty would not be voided if they tried to fix it. We have a written email from [redacted] months ago confirming that the warranty wouldn't be voided if our contractor did work to try to fix the problems. Their last email to us recently says they are not responsible for "any loss, delay, cost, expenses or inconvenience arising from use of our merchandise". What about honoring the warranty?? This is a contradiction. They are first confirming there is a warranty and it wouldn't be voided if we tried to fix the problem, but at the end saying they are not responsible if their merchandise is defective.

2) NOT TRUE #2: They were NOT getting past "people to people" over the course of this issue. The main point of contact was ME via email and phone. The only other person they spoke to was our contractor!

3) NOT TRUE #3: We did not ENCOURAGE them to send a vacuum breaker. Salon CA is the one who said that this would be the solution based on the video footage that we sent the first time. This solution did not work when we ultimately found out the leaks were coming from faulty, old hose

4) NOT TRUE #4: it did not take "several weeks" to send video when the chairs faulty pipes burst and leaked on the floor. We sent that video SAME DAY and we have emails to prove the dates!

5) NOT TRUE #5: When we encountered more problems like the faucet head breaking (to which they NEVER offered a solution, we fixed that ourselves) and the recliner not working, they gave instructions on how WE would have to fix the problem ourselves - they did NOT offer to replace any parts for that!

6) NOT TRUE #6: This entire ordeal was NOT a case about installation difficulties! We had licensed contractor/plumbers who can verify that the chairs are defective/faulty, and the pipes were dry, cracked and old.

7) NOT TRUE #7, SalonCa claims in their rebuttal that we did not contact them that we were going to take further action, and this is NOT true as we have TWO emails proving how upset we were and that further action would be taken, one of them being that we would contact the Revdex.com.

It's a shame that they now accuse us of being "unreasonable" when that is the word that describes SalonCA! Our first inspection FAILED bc of the leaks, which almost delayed our opening.

If the Revdex.com would like, we have email proof of our correspondences with SalonCA over the past 4-5 months, and it will show that they are not being truthful in their current account of what happened. We would be happy to provide that as needed. We have kept all these emails in our records.

Business' Final Response

SalonCA has cooperated continuously with Mrs. [redacted] through this whole ordeal. Time after time, we have provided replacement parts on company's expense to resolve her matter. On 12/11/2012 we've sent her 2 sets of replacement vacuum breakers. Here is the fedex.com tracking number: XXXXXXXXXXXXXXX. After confirmation from her contactor that 2 more additional sets were needed, we sent them to her w/o any hesitation on 1 /28/2013, Fedex tracking number: XXXXXXXXXXXXXXX. Months later after all the parts we sent her, she called again and reported that the leak was still an ongoing problem. Come to find out that maybe the leak originated from the sprayer hose all along and not from the vacuum breaker. And to think she paid a professional license contractor to installed these units? Each and every time Mrs. [redacted] reported with a new problem, we always had a solution for her. We offered to send (expedited service) replacement sprayer hoses to remedy the faulty hose. We even provided her with illustrations and instructions on how to fasten the loosen reclining lever. Sending a part would not fix that problem. Prior to her purchase Mrs. [redacted] is fully aware that that a license plumber is required to install these units. She has taken upon her hands to resolve matters without any type of agreement from SalonCA . Unfortunately we stand by or policy and will not be honoring any type reimbursement.

Review: I ordered an item through [redacted] from Salon CA on 11/20/15, which cost $24.99. It arrived dented, torn and had openings at both ends. When I opened the box, the item was missing pieces (2 screws that are needed in order to assemble it). The structure itself had damage to at least 4 different places where the paint had been scratched off and the finish was uneven. I called the phone number on the packing slip right away (12/1) and spoke with an employee at the store. We spoke about different options. In our conversation he assured me that if I chose to return it that they would cover all costs and that I would fully be refunded since it was their error. He told me to send them pictures of the damaged item to the store email because “they” would want to see proof of damage; and he'll call back later that night. I sent the email with photos to prove it was damaged.I was not called back. I started the return process through [redacted], I got an agreement that the return was accepted and cleared and to print out the return shipping label and I would be refunded once the item was received back at the store. When I got to [redacted], I was charged $18.42, which was highly unexpected.I called the store right away and asked for a manager. The girl,who worked on 12/3, that picked up told me there wasn’t a manager available. So I told her the story and that I ended up having to pay, when I was told I am not responsible due to the fact it was the companies fault. She was looking at the email I had sent the first employee and the pictures and reassured me again that I shouldn’t have had to pay and that she would talk to someone to figure out how I would be given my money back. I requested a call back several times, never got one. "EZ" responded through [redacted] later, denying my refund for shipping, which contradicts what I was told. EZ claims, since I paid I assumed responsibility. I only paid bc I trusted in the company's word & the 30 day window was running out. They refused to discuss the matter with me.Desired Settlement: They sold and shipped a damaged product to me that was missing pieces. I should not have been responsible for the return shipping fees. I was told verbally by two employees over the phone that everything would be handled and not to worry, since it was their error and I had pictures to prove it. I would like my $18.42 refunded.

Business

Response:

Customer purchased an appliance holder from [redacted] (a selling venue) and it arrived missing a couple of screws. She called the company initially requesting for parts then later added that the merchandise was also damaged. Since it was now claimed damaged, our sales reps followed normal protocol and requested for her to send us photos showing the damages. She was told that once the photos were received she'll received a call with instruction on returning the merchandise. Before we’ve even received the photos the customer decided to instead file a "return" through [redacted] and was provided a non-prepaid label to send the merchandise back. Without our authorization the buyer ships the merchandise on her expense expecting us to reimburse her. She was not instructed to send it and she absolutely disregarded the conversation. We had no idea this was going on until after she ships the merchandise. Unfortunately as we stated Salon CA does not assume responsibility for any fees that was not authorized by the company.Sent on: [redacted]

Consumer

Response:

I am rejecting this response because: Their statements are absolutely inaccurate. I informed the sales rep who answered the phone, on day 1, that not only was it missing screws, the box was damaged AND the product was damaged. I have an email that proves this, that had images of the damaged product included. The email and phone conversation I had about the DAMAGED product, took place when the item was received. It was not after it was shipped out. I can provide proof of emails I sent if needed. I was told to send pictures of the damaged box later on. I provided proof of the damage appliance well before the item was shipped.

Business

Response:

Customer purchased an appliance holder from [redacted] (a selling venue) and it arrived missing a couple of screws. She called the company initially requesting for parts then later added that the merchandise was also damaged. Since it was now claimed damaged, our sales reps followed normal protocol and requested for her to send us photos showing the damages. She was told that once the photos were received she'll received a call with instruction on returning the merchandise. Before we’ve even received the photos the customer decided to instead file a "return" through [redacted] and was provided a non-prepaid label to send the merchandise back. Without our authorization the buyer ships the merchandise on her expense expecting us to reimburse her. She was not instructed to send it and she absolutely disregarded the conversation. We had no idea this was going on until after she ships the merchandise. Unfortunately as we stated Salon CA does not assume responsibility for any fees that was not authorized by the company. The buyer contacted [redacted] and filed a claim to retrieve her shipping expense. This will normally take place when a buyer and seller cannot come to an agreement therefore asking [redacted] to rule on the decision. And in this case [redacted] ruled in our favor and no funds were debited from our account. In fact [redacted] took it upon to themselves to reimburse the buyer the $18.42 she is demanding to collect, probably in means to settle and move forward. With that saying the buyer has already retrieve her loss and we should have closure on this on this case.

Consumer

Response:

I am rejecting this response because:This company continues to say the same statements without acknowledging that there were many errors on their part. I have provided proof that many of their statements and timeline is untrue. They claimed I never mentioned it was damaged until after it was shipped and they did not know. They keep claiming I only wanted replacement parts. The very first phone call and email I sent on 12/1, proves this is clearly not true, as I sent multiple pictures and detailed information about the various damage. I also addressed the email to [redacted], therefore I clearly had a conversation with their employee. The second girl (it was my mistake for not getting her name, but I know what day and time she worked), read the email I sent [redacted] on the phone with me, she also knew exactly what my concerns were. Both employees acknowledge FULL refund. If they misspoke or misguided the consumer, than shame on the company for not training their employees better on the business's return policies. However, when a customer is told something it should be honored. Not to mention this entire ordeal was not because I changed my mind, or did not want the item. It was a Christmas gift I ordered in November, that arrived in completely unsatisfactory condition, inside and out. That is 100% poor quality and shipping on the company's behalf and shame on them for making a costumer have to fight tooth and nail for reimbursement on an item that was so poorly shipped. Good customer service would want their company represented well and would apologize for damaged items and if a someone was not happy. They would take the right steps. Salon CA continues to go around in circles. I have email proof that I was told to return it. I followed all instructions that were given to me both by their employees over the phone and through their emails. I sent emails showing that "EZ" knew it was damaged before the return happened. Salon CA is also stating that [redacted] favored on their side. That is 100% inaccurate! I spoke on the phone with [redacted] about this twice. The women couldn't believe I was not refunded for a DAMAGED product. She apologized on Salon CA's behalf, and said "that is not [redacted]'s return policy". She said that unfortunately, [redacted] cannot help me in the matter since the seller of the product was a third party seller. If it were through [redacted], she said I would be refunded easily. But more or less the sellers who are third party is out of their control, but they expect them to do the right things and uphold the same standards, which this company clearly did not do. Because of this, the woman on the phone actually made a note about the business. I'm not sure of the exact terminology she used, but it sounded like the note flags the business and if other customers have similar experiences, than [redacted] will not allow them to sell on [redacted] anymore. She apologized several times to me and told me she fully understands why I am upset and she is very surprised at the stubbornness of Salon CA. She went to a manager about it and the manager said that "it is not [redacted] policy to do this but they are giving me an $18.42 [redacted] shopping credit" because of the circumstance I am going through. The problem with this credit, and I did not want the credit, is that I do not get my money back! Instead I have to buy more things, in order to use it! On top of that, I do not have the luxury of shopping or purchasing any item that I want. I can ONLY buy something that is sold by [redacted] directly, I cannot use it on any third party sellers. The majority of [redacted] and the majority of what I buy is from third party sellers. Therefore, this has not been resolved at all. The credit is still sitting there and will continue to sit because I have no use for it. I want my money refunded back to my pocket, not held and in control by some company. [redacted] 100% did not side with them. This is not resolved. I did not get my shipping credited back to me. I provided proof of various conversations. I provided pictures. I have been lied to several times. Why wasn't I called back by the manager on several occasions? The company did not try to help at all or fix this. They continue to show the Revdex.com the same professionalism or lack there of.