ComplaintsforDermaJem
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Complaint Details
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Initial Complaint
07/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 5/11/2023 I purchased an Anima Neptune Hydrodermabrasion machine from DermaJem for around $7000 after taxes and fees. The machine arrived broken. This was figured out during a taped Zoom training session where I was setting up the device remotely with the education representative. I promptly asked for my money back and they refused. It was broken the day I received it. They recommend setting it up on zoom for your warranty. Because I got rid of the massive packaging it came in they required me to pay to ship the defective device back to the company. They sent another device scratched and also not working and accused me of scratching my machine myself. I again demanded a refund. Because I used a lease company they said there was nothing I could do. The lease company said DermaJem could have refunded me. They made me pay to ship it back again. They again refused to refund me and instead sent me two subpar machines that I never agreed to in my lease. I now have lower quality equipment that I never agreed to in the first place.Business response
09/11/2023
Our return policy indicates that clients that clients that use third party financing companies are not eligible for a refund and that only exchanges are permitted. We gladly exchanged the device for comprable combination of devices that add up to a larger amount than what was originally purchased. Our return and exchange policy is clearly stated on our website for clients to view should they have any questions and can be viewed using the link below. I will also attach a photo where the link can be found on our website.
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We have full-filled our duty to the client and followed the policy that was set exactly.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.