Business ProfileforPuregreen International LLC

Could not be more disappointed. A huge waste of money I'll never get back. Upon arrival I tried to use the vapor steamer several times but the safety green light never worked, so I contacted customer service. **************** tried to convince me that I was misreading the manual, and to go ahead and use the machine anyway. I did not want to ignore safety instructions as it would invalidate any warranty, and possibly put my own safety at risk, especially since the machine reaches sigh high temperatures.After quite a few emails back and forth (the company asked me to provide photos and videos which I was happy tot do), I tried to initiate a return. I had to be very persistent and email daily as there was no answer for weeks. The "help" I finally did receive was aggressive and condescending. It was obvious the company was annoyed I didn't just ignore the safety instructions and use a faulty machine. When they finally did email back approving the return I was informed that it was past my return window, even though the company itself had delayed the return by NOT responding in a timely manner. In the end I had to pay to send back the machine which was very expensive since the machine is large and heavy. The company also charged me for the outbound shipping which was free at the time of purchase. How is it ethical that a customer has to pay for shipping and return of a faulty product? How is it legal that a company would try and trick then push a customer into ignoring safety instructions? I have already returned the product and they are STILL emailing and trying to convince me there is nothing wrong with the machine even though the safety light never turned on, and saying I didn't even try and I just "blame the manual".I would encourage the company to operate with integrity, and to learn about customer ******************** and also gaslighting! Wish I had read the other reviews on here before I purchased...

Allow us to address the complaint with the facts as it is impossible to respond to this review any other way.The product was received 11/24.12/1 was your 1st contact and have multiple communications you then stated Thank you. I am out of town at the moment but will take another look when I get home next week and get back to you asap. 12/8 we were contacted back and the resolution was that we sent you a link to request to return the same day as you wanted to return the product.I tried to initiate a return. I had to be very persistent and email daily as there was no answer for weeks.When they finally did email back approving the return I was informed that it was past my return window, even though the company itself had delayed the return by NOT responding in a timely manner. 12/12 you sent the form filled out for the return.On 12/13 we approved the return.On 12/14 you stated, "Your customer service was very helpful, and I'm hoping that this situation can be made a bit easier." and requested we pay for the shipping.On Sat 12/24 you emailed us for an RMA although the instructions to return sent on 12/13 did not require it. 12/27 we responded On 12/29 you stated, Please note that the return will be sent on 1/3, the first day the business reopens post the holidays.We are very sorry that you are frustrated by this experience. We tried very hard to help you understand and in no way were ever aggressive and sorry you feel that way. We were attentive and responsive, unfortunately, it did not meet your view. The machine was not faulty or defective. The light in reference is not a safety light but a ready to use light. It operated properly. There is little in this review that is factual and we will not continue to pull these statements apart. This clearly frustrating and no we have not continued to email this reviewer as stated in the review.