Tria Beauty, Inc.

Initial Business Response /* (1000, 5, 2016/01/26) */
Thank you for your patience. The refund was processed on January 25th.
Thank You
Tria Beauty

Initial Business Response /* (1000, 5, 2014/08/25) */
Hello [redacted], you requested that we redelivered the product to you which we have done. The order number is XXXXXX. If you would like a refund, please contact us so we can process that for you. As of today, 8/25, we have not received a...

request for a refund.
Tria Customer Care Team.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until today, I did not received the package. I want to do a refund. Please process it. I did not request for a redelivered since there is no one answer me through the phone or email.
Final Business Response /* (4000, 9, 2014/09/03) */
9/3/14
Case #XXXXXXXX
Dear [redacted]
Thank you for your recent inquiry regarding your Hair Removal Laser 4X.
We have shipped out a replacement order (order XXXXXX) on 8/25/14 which was delivered and signed for on 8/26/14.
https://www.fedex.com/fedextrack/html/index.html?tracknumbers=XXXXXXXXXXXXXXX&am...⇄ />

Thank you
Best Regards
TRIA Beauty Customer Care
Final Consumer Response /* (4200, 11, 2014/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
I received the Laser machine. Thank you very much!
I noticed that your company has 15%off discount these days. Can you match me that price? I was waiting for so long time. And you know even no one answer me at that period. So can you refund me 15% of the product. Very appreciate!

Initial Business Response /* (1000, 5, 2014/08/26) */
8/26/14
Case #XXXXXXXX
Dear [redacted]
Thank you for your recent inquiry regarding your Age Defying Laser.
We apologize in any delays to your emails or phone calls as we are transitioning our call center. We would love to...

help you exchange your device as all of our devices come with a 1 year warranty when purchased from an authorized reseller. We do have a RMA authorization for you on hold which is RMAXXXXXX. Can you please let us know the SN# of your device and where and when you have purchase it from and we can go ahead with the exchange for you.

Best Regards
TRIA Beauty Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2014/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tria Beuaty did contact me and offer and exchange, but it was too late. At that time I was already contacted the seller customer service representative and they offer to exchange this devise as well very fast with no Waite.
Than you Tria for contacting me and tried to help me to resolve my issue, I just wish it happend much faster, so customers don't have to Waite and panic when something is not goin right.

Initial Business Response /* (1000, 5, 2014/08/27) */
8/27/14
Case #XXXXXXXX
Dear [redacted]
Thank you for your recent inquiry regarding your Hair Removal Laser 4X.
Our record shows that you purchased your laser on 5/18/14 on our ezpay plan which required a down payment of...

$224.65 and 2 future payments $179.00 for a total of $582.65.
Your down payment was processed on May 18th however your June 18th payment declined. We tried to collect it 5 times between June 19th to July 3rd and it did not settle. That is when your account was turned to our collection agency. However this delinquency was never reported to credit bureaus.
We received your device back on July 17th at our warehouse and refunded you fully for your down payment on July 21st. We have also contacted our collection agency and they have removed you from their collection.
Best Regards
TRIA Beauty Customer Care
Initial Consumer Rebuttal /* (4200, 10, 2014/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they still take no responsibility for their actions

Initial Business Response /* (1000, 5, 2015/05/08) */
5/8/15
Case #XXXXXXXX
Dear [redacted]
Thank you for your recent inquiry regarding your order.
We do apologize for any inconvenience. Your order was shipped out and we did request a reroute. We have since received it back and we...

refunded the full amount of $449.00 back to your Visa on 5-6-15.
Please let us know if there are any questions
Thank you
Best Regards
TRIA Beauty Customer Care
www.triabeauty.com
X-XXX-XXXXXXX

I ordered the Tria Precision Laser online through Sephora on 18-Jun-15. My laser arrived quickly and without any obvious damage. However, after activation and a single use the device went in to "error mode" and could not be unlocked. Tria customer service was unable to resolve the issue and indicated that I should exchange the device.

I exchanged the device on 27-Jun-15 (I drove to the nearest Sephora carrying Tria products). As soon as I got home I activated the device, but it wouldn't unlock. I have fair skin and had successfully unlocked the previous defective device before it errored. I called Tria customer service again, who were again unable to resolve the issue and recommended that I exchange the device a second time.

I will not exchange this device again. At the price point of $299 this device should work correctly the first time, or at the very least the second time. These products are a hoax and of poor quality. I do not recommend dealing with this business.

Initial Business Response /* (1000, 5, 2016/01/04) */
We apologize for the delay. The four orders you have noted have been refunded. If you have any additional questions, please contact our Customer Care Team and they will be more than happy to assist
Thank You
Tria Beauty

Initial Business Response /* (1000, 6, 2014/12/01) */
Hello [redacted],
Our records show that we processed a return for you under RMA number RMAXXXXXX on Tuesday, 11/25. You confirmed receipt of the return instructions and said you would ship the product back.
We process refunds to the...

original form of payment within 14 days of receiving the product back in our warehouse.
Please don't hesitate to contact customer care if you have any other questions or concerns. X-XXX-XXX-XXXX or [redacted]@triabeauty.com
Thank you.
Initial Consumer Rebuttal /* (2000, 8, 2014/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has acknowledged the receipt of my product in the warehouse and they confirmed that I should be refunded on/by Dec 17. I would like to keep the case open until the refund has actually been deposited back into my account - if that is possible. Thank you for your help in resolving this matter!

Initial Business Response /* (1000, 5, 2016/01/04) */
We apologize for the delay in shipping your order. As requested, the 2 day shipping charges have been refunded and a receipt will be emailed to your attention. Your order shipped complete on 12/30/2015. If you require any additional...

information concerning your order, please contact our Customer Care Team.
Thank You,
Tria Beauty
Initial Consumer Rebuttal /* (2000, 7, 2016/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/08/20) */
8/20/14
Case #XXXXXXXX
Dear [redacted]
Thank you for your recent inquiry regarding your Hair Removal Laser 4X Fuchsia.
We apologize for any delays on the responds to your messages. We are transitioning our call center. Both...

of the chargers for your 2 devices were shipped out in one package on 8/18/14 and you should receive them both on 8/22/14.
Here is the FEDEX tracking information:
https://www.fedex.com/fedextrack/WTRK/index.html?action=track&action=track&a...⇄ />
Once again we apologize for any inconvenience.
Best Regards
TRIA Beauty Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I needed replacement chargers for two different Tria devices (one for the Tria Hair Removal Laser and the other for Tria Age Defying Laser). Tria only sent me one replacement charger (the one for the Hair Removal Laser). I still need a replacement charger for Age Defying Laser.
Final Business Response /* (4000, 9, 2014/09/03) */
9/3/14
Case #XXXXXXXX
Dear [redacted]
Thank you for your recent inquiry regarding your charger for your Age Defying Laser.
Both of the chargers for both of your devices were shipped out in one package on 8/18/14.
Here is the FEDEX tracking information:
https://www.fedex.com/fedextrack/WTRK/index.html?action=track&action=track&a...⇄ /> Once you informed us that you only recived the charger for your Laser Hair removal 4X, we sent another charger for your Age Defying Laser on 8/26/14 and it looks like it was delivered on 8/30/14
https://www.fedex.com/fedextrack/html/index.html?tracknumbers=XXXXXXXXXXXXXXX&am...⇄ />
Thank you
Best Regards
TRIA Beauty Customer Care

Initial Business Response /* (1000, 5, 2014/07/16) */
7/16/14
Case #XXXXXXXX
Dear Ms. [redacted]
Thank you for your recent inquiry regarding your TRIA Age Defying System.
We apologize for any delays on the responds to your messages. We are transitioning our call center. We...

have created a return authorization for you which is RMAXXXXXX. Once we receive the device back from you, normally within 3-5 business days, your refund will be processed back on your credit card. We have emailed you directly the RMA letter authorization which includes the instructions on how to send your device back and the address of where you need to send it to.
Once again we apologize for any inconvenience and we hope that you will allow us another opportunity to serve you in the future.
Best Regards
TRIA Beauty Customer Care

Initial Business Response /* (1000, 5, 2016/01/28) */
The refund has been processed and an email receipt has been sent.
Thank You
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
The refund has not been sent to my bank. I received the email that the refund had been processed. It has yet to be returned to me. I will be contesting the charge with Visa this afternoon.
Final Business Response /* (4000, 10, 2016/02/09) */
Please be advised that the refund of $251.00 was processed on January 28th, 2016. A refund receipt was emailed as confirmation. You will need to contact the issuing bank with regards to your funds. It can take 2 to 30 days depending on your banks procedure.
Thank You
[redacted]
Final Consumer Response /* (2000, 12, 2016/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive a refund, however it did not happen according to their policy and required the Revdex.com and a threat of contesting the charge with Visa to make it happen. I would not recommend doing business with [redacted].

Initial Business Response /* (1000, 6, 2014/12/17) */
12/17/14
Case #XXXXXXXX
Dear [redacted]
Thank you for your recent inquiry regarding your purchase of Tria Age Defying Laser.
We would like to let you know that we are working with our finance team regarding the tax...

concern that you have and we will get back to you in few weeks once we have it all figured out.
As for your shipping fee, it looks like we shipped it on time however we made an exception and refunded you the shipping fee of $27.00. The order was placed on 12/3 and it looks like it was delivered to you on 12/5/14.
Here is the tracking:
https://www.fedex.com/fedextrack/WTRK/index.html?tracknumbers=XXXXXXXXXXXX&c...⇄ /> Best Regards
TRIA Beauty Customer Care
Initial Consumer Rebuttal /* (2000, 8, 2014/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They told me in an email I have, that their business is required to collect tax on shipping because they have "employees" in Florida, however the tax law they were mentioning in that email talks about the requirement of collecting tax on shipping when the company has "inventory" in Florida, but the item I received was shipped from out of state, so I hope they truly figure that out and correct it for their future customers, if this is wrong. I'm personally satisfied because they did refund me.

Initial Business Response /* (1000, 5, 2015/10/07) */
10/7/15
Case #XXXXXXXX
Dear [redacted]
Thank you for your recent inquiry regarding your Tria Beauty Hair Removal Laser 4X Graphite.
Tria Beauty's Money Back Guarantee policy is 90 days from the purchase date, as stated on...

our website. We are happy to inform you that with the approval of our External Customer Communications Manager, we are extending your money back guarantee to November 30th, 2015. We hope this additional time will allow you to see better results. If for any reason, you need to return the device for a refund, please contact our Customer Care Department by November 30th, 2015, and we will be happy to process an RMA authorization and help you with the return/refund process.
If you have any questions concerning the above, please do not hesitate to contact us.

Best Regards
Tria Beauty Customer Care
X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/14) */
7-14-15
Case # XXXXXXXX
Dear [redacted]
We have received your complaint regarding your Tria device. Based on the information you provided, we have forwarded your details to our [redacted] Clinical team. They will contact you...

within 7-10 business days to discuss your concerns regarding our device and the reactions you have experienced.
Please let us know if you have any questions regarding this.
Regards
TRIA Beauty
Customer Care
X-XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2014/09/12) */
9/12/14
Case #XXXXXXXX
Dear [redacted]
Thank you for your recent inquiry regarding your Tria Laser Hair Removal.
We apologize for any delays on the responds to your emails. We were transitioning our call center which is...

now up and running. The Serial number you have provided traces back to a purchase that was made in 2011 by a different customer. Our Money Back Guarantee is only for 90 days from the purchase date and is non-transferable. We offer a 1 year warranty that is valid for customer who purchased the device from authorized reseller and is not transferable. However we are willing to exchange your device for you for a refurbished unit at the price of $129.00 if you would like.
If you would like to get a refund for your purchase, we recommend that you reach out to the person or company from which you purchased.
Best Regards
TRIA Beauty Customer Care
www.triabeauty.com
X-XXX-XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The devise was brand new and there is no way it was purchased by the seller 3 years ago ! I purchased it back in July and it is not my responssibility that a brand new device stopped working after 3 times of use. Offering a new device for an additional charge is another way of trapping customers when you know that there are many complaints about several defective devices.
Final Business Response /* (4000, 18, 2014/10/09) */
10/09/14
Case #XXXXXXXX
Dear [redacted]
Thank you for your recent inquiry regarding your Tria Laser Hair Removal.
As we stated in our original response, our Money Back Guarantee is only for 90 days from the purchase date. That is for the customers who purchase directly from Tria. You need to reach out to the eBay if you would like them to refund you for your eBay purchase. We will not be able to refund you for your eBay purchase.
Also we offer a 1 year warranty on our products that are purchased directly thru us or an authorized reseller. eBay is not an authorized reseller for us. However we will make an exception for you and we can do an exchange for you at no cost to you. Please let us know if you are interested in that. If you decide that you would like us to do that, we will email you the instructions on how to send your device back to us and we will include a shipping label so you don't have to pay for shipping it back to us. Once we get your original device back in our warehouse, we can send you a new unit at no cost to you.
Thank you
Best Regards
TRIA Beauty Customer Care
www.triabeauty.com
X-XXX-XXXXXXX
Final Consumer Response /* (2000, 20, 2014/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the company's resolution and contacted them on the number provided. We agreed that since am out of the country and will be in the US on Nov 20th, then I will email them 5 days prior to my arrival. They will then email the return label and I will send the device for them to send a brand new functioning device.

Initial Business Response /* (1000, 5, 2014/07/21) */
7/21/14
Case #XXXXXXXX
Dear [redacted]
Thank you for your recent inquiry regarding your TRIA Laser Hair Removal System.
We apologize for any delays on the responds to your messages. We are transitioning our call center....

Your order was shipped out on July 14th and according to the FEDEX tracking, it was delivered on 7/17/14.
Here is the link to your tracking:
https://www.fedex.com/fedextrack/html/oldindex.html?tracknumbers=XXXXXXXXXXXXXXX...⇄ /> Once again we apologize for any inconvenience.
Best Regards
TRIA Beauty Customer Care

Initial Business Response /* (1000, 5, 2014/09/05) */
9/5/14
Case #XXXXXXXX
Dear [redacted]
Thank you for your recent inquiry regarding your Age Defying Laser.
You purchased your device back on 2/5/14. We do have 90 days money back guarantee policy on our devices however we...

made an exception for you since you had to exchange your device with us few times. We processed your return authorization on 8/3/14 per your request and emailed you the instructions on how to send your device back to us for a refund. Our warehouse received in your device on 8/28/14 into their system. On 8/28/14, we refund you the $75 back on your credit card and processed a refund check in amount of $529.65 which you should have received by now. Please let us know if you have any questions.


Thank you
Best Regards
TRIA Beauty Customer Care