Nulifebeauty レビュー 

Nulifebeauty からの回答

2024年11月26日

Hi Heather,

We do not believe that your review accurately reflects the situation.

You wished to return the product, for which we provided the return instructions and requested a tracking number of the package so we can monitor it.

You stated that you returned it however the tracking number you provided was not correct, which is why we requested another one from you after your follow up email.

At the end we issued you the refund without receiving the unit back, as we took your word for it that you shipped it to the correct place. Our return address is a UPS return center, not a hotel as you stated.

Best Regards,
-NuLifeBeauty Team

Nulifebeauty からの回答

2024年11月26日

Hi Lorene,

Your review of the situation is completely not true.

You sent us an email initially that your device was defective, and we responded right away.

We provided you some troubleshooting steps and requested a video from you to verify the problem. We also said that we can replace it free of charge if it's defective, which we did.

It seemed that you had some issues with your email as you weren't replying to our responses back to you, stating that you weren't receiving our emails. We even attempted to reach out to you by phone.

In the end we did send you a brand new unit.

Defects and issues do happen from time to time, we don't deny that. But we always replace those free of charge for our customers. We have never denied an exchange for a customer.

Thank you,
-NuLifeBeauty Team

Nulifebeauty からの回答

2024年2月22日

Thank you! We're so glad you are satisfied with your purchase!

Nulifebeauty からの回答

2023年12月16日

Hello Ann,

Thank you for taking the time to share your concerns. We would like to address the points you’ve raised in your review and provide some clarity on our processes.

Firstly, we assure you that the product you received was brand new. Our policy strictly prohibits the sale of used items, except in the case of clearly labeled, refurbished products used as replacements for defective units. We understand the importance of receiving a new and pristine product, especially considering the investment you have made.

Regarding the packaging, the product was secured in a styrofoam box and wrapped in plastic. This method is specifically chosen to minimize packaging size while ensuring maximum protection during transit. The styrofoam is designed to absorb any rough handling and keep the contents safe and intact. We apologize if this packaging did not meet your expectations, but please rest assured that it was chosen with the product's security in mind.

We understand there was some delay in providing the Return Merchandise Authorization (RMA). We aim for a swift response in such situations, but in this case, it took about a week due to back-and-forth communication with customer support. Our goal was to ascertain whether the item was damaged to a degree that warranted an immediate replacement, return or refund.

As for the return process, we did request a tracking number for the returned package to ensure its safe receipt at our end. Unfortunately, this tracking information was not provided, which led to some uncertainty about the package's whereabouts. When you reached out to us about the return, we had no record of receiving the package. However, upon your confirmation that it was sent back to the correct address, we took your word for it and processed a refund in good faith.

We apologize for any inconvenience this experience may have caused. Our customer’s satisfaction is paramount, and we regret any instances where we fall short of this commitment. We appreciate your feedback as it helps us to improve our services and customer experience.

If there’s anything further we can do to assist you or if you have any more concerns, please don’t hesitate to reach out.

Warm regards,
-NuLifeBeauty Team

Nulifebeauty からの回答

2023年6月23日

Dear Summer,

Thank you for taking the time to provide your feedback. We're truly sorry to hear that your experience with our LED light therapy mask did not meet your expectations.

However, we'd like to clarify a few points for the sake of accuracy. Firstly, our records indicate that your mask was delivered a bit less than two weeks after your purchase, not a month. We understand the eagerness of our customers to receive their orders, and we work diligently to ensure prompt delivery.

Secondly, we take all customer issues seriously, and our team is always ready to assist with any problems that arise. Unfortunately, we have no record of you reaching out to us regarding a broken mask. Our support team continuously monitors all channels of communication, and we pride ourselves on our swift response to customer concerns.

If your mask arrived damaged, we sincerely apologize for this and assure you it is not the level of quality we strive for. We would be more than happy to assist you in resolving this issue. Please contact us directly at help@nulifebeauty.com with your order details and the nature of the defect. We are committed to ensuring you have a functional product and a positive experience with our company.

Once again, we apologize for any inconvenience you may have experienced, and hope we can rectify the situation to your satisfaction.

Best regards,
-NuLifeBeauty Team

Nulifebeauty からの回答

2023年6月23日

Dear Renee,

We regret to see your review and we feel it's important to address some inaccuracies to ensure a fair representation of the situation. As a company, we deeply value honesty and transparency. We go above and beyond to offer help and support to our customers.

When you initially reached out to us about your device not working, we immediately offered to assist with troubleshooting, as is standard practice in our industry. Regrettably, you refused our assistance and demanded a refund instead. It's important to note that we provide comprehensive instructions on our product page to ensure our customers know how to use the device properly. It appears there may have been some confusion in this regard.

As for the return, our policy clearly indicates that our return address is in Canada. We are a small business based in Canada, even though we ship most of our products from the United States. In an attempt to minimize your shipping costs, we suggested a USPS service that costs $15.75, contrary to the $31 fee mentioned in your review.

Understanding the inconvenience this may cause, we went a step further and offered a 50% partial refund as an option, allowing you to keep the device without the need to return it. Regrettably, this offer was also declined.

Labeling us as "scammers" is unjust and a misrepresentation of our company and the values we stand for. We pride ourselves on our customer service and always strive to provide a variety of solutions to ensure our customers' satisfaction. Unfortunately, in this situation, all our proposed solutions were refused.

We understand that you are frustrated, but it's important to present a fair and accurate picture of the situation. We have been and continue to be ready and willing to resolve any issues you might have.

-NuLifeBeauty Team

Nulifebeauty からの回答

2023年5月4日

Hi Tina,

As per our records this situation has already been resolved and you have received all your items!

And just for others we would like to clarify:

On occasion, we may need to ship items separately as a result of package size limitations. For example, if a customer orders a larger ultrasonic cavitation machine along with several gels, it may not be possible to package everything together without risking damage, particularly to the gels. Additionally, we have three distinct warehouses in the US, and there may be instances where we need to ship an order from different warehouses based on factors such as warehouse delays, stock availability, or logistical efficiency at the time.

Regarding shipping from China, like many other US businesses that both manufacture and ship from China, we have established exclusive shipping routes to ensure that our customers receive their orders promptly. In your particular case, it took approximately one week for your package to arrive. However, we made every effort to ensure that the shipping process was seamless and efficient, so you probably wouldn't have been aware that your package was shipped from there if we hadn't told you! :)

In the end we filed a claim for the creams and offered to send you a replacement package. Fortunately, the original package was found!

Thank you!
-NuLifeBeauty Team

Nulifebeauty からの回答

2023年4月17日

Thank you! We're happy you are finding our products helpful. <3

Nulifebeauty からの回答

2023年4月17日

Amazing results Robin!! Keep it up ❤️❤️

Nulifebeauty からの回答

2023年4月17日

Hi Simi,

We strongly believe that your review is misleading and we've asked you already multiple times to correct it.

You placed your order on the 24th and it was shipped in less than 12 hours, as per our Priority 24 Hour Shipping Service. A shipping email along with your tracking information was sent to you automatically by our system.

You wrote your review before even emailing us to inquire about your order. After your review, we sent you all the information regarding your package, along with a tracking link.

Your package has since been delivered and you have not responded back to us.

-NuLifeBeauty Team