Recently purchased from this company. I used the product twice at a low setting and my legs are covered in bruises.
I have emailed and am still waiting on a response.
I want to return this item ( free returns label) and get a full refund.
This item was just painful.
Response from AscilyApr 10, 2025
Hello Andrea,
Thank you for sharing your feedback. We sincerely apologize for the discomfort you've experienced with the product. We understand your frustration and would like to assure you that we've already sent you an email regarding the next steps for your return request.
If you haven't received it, please check your inbox or spam folder. Should you need further assistance or clarification, feel free to reach out to us directly, and we will do our best to resolve this for you.
We appreciate your patience and understanding.
Best regards,
The Ascily Team
AM
Amanda
Total rubbish there team are liars I…
Total rubbish there team are liars I have emailed them 7 times no response pleas don’t buy from to bob company if you can call it that !!!!
Response from AscilyApr 10, 2025
Hello Amanda,
We’re sorry to hear about your experience and sincerely apologize for any frustration caused. We value our customers and want to ensure your concerns are addressed. To assist you further, please send us an email at [email protected], and we will make it our priority to resolve this matter as quickly as possible.
We appreciate your feedback and hope to improve your experience with us.
Best regards,
The Ascily Team
MC
Melissa C.
Do not buy!!
Do not buy!!! Does not work. When suction is on the machine doesn’t glide down leg with the oil. It caused severe bruising on my leg. Return policy is horrible, you have to pay shipping out of the country and it costs as much as the machine.
Response from AscilyApr 7, 2025
Hi Melissa,
Thank you for your feedback. We truly apologize for the discomfort you experienced with the Cellu Anti-Cellulite Massager.
We understand your frustration, and we want to make sure we address your concerns. Our return policy is clearly stated on our website, and while international returns can be costly, we strive to provide the best possible customer experience.
Please send us an email at [email protected] with your order details so we can work with you on finding a satisfactory resolution.
We genuinely appreciate your feedback and are here to assist you further.
Best regards,
The Ascily Team
AG
Alyssa G.
If I could give “0” stars I would
If I could give “0” stars I would. DO NOT PURCHASE this! Machine barely turns on and the unit if very cheaply made. Contacted them to return and because they are located in Amsterdam it’s $40+ shipping via USPS (the cheapest I found)
The company refuses to send a label for return shipping. Based on the reviews it’s clear why seems like the Company is bleeding money and just doesn’t care to offer customers decent service by providing return labels for those that want to return.
Complete waste of money.
Update 4/6/25 - Ascily team, saw your reply to this which is totally untrue… it doesn’t fit in with my routine because the item is faulty and difficult to work. I also stated that in my original email to you as well (if I could post screenshots here I would to prove my point). After 2 uses the unit wouldn’t even turn on, very cheaply made construction as the buttons don’t even work any longer.
Much better experience with the Sculptiflex unit instead. For those looking at Ascily, pay the extra amount to get a better made product like Sculptiflex instead. Don’t make the same mistake I did.
Response from AscilyApr 5, 2025
Hello Alyssa,
Thank you for sharing your feedback, and we're really sorry to hear about your experience. We always aim to provide great customer service and ensure our customers are satisfied with their purchases.
Upon reviewing our previous communication, we noticed that you did not mention the item was faulty or not working. You initially mentioned that the item did not fit into your routine, and unfortunately, no proof was provided to indicate any issues with the product itself.
As per our return policy, which is clearly stated on our website, the customer is responsible for the return shipping costs, and we do not provide return labels. We did offer you alternative resolutions, which you accepted and agreed to.
We completely understand that this situation is frustrating, and we want to ensure you're happy with your experience. If you have any further questions or concerns, please don’t hesitate to reach out, and we’ll be happy to assist.
Thank you for your understanding.
Best regards,
The Ascily Team
PV
Pirita V.
Don't buy the cellu device!
The cellu device is very painfull to use. I got bad bruises all over my legs. Wanted to return the device, but they said not having a warehouse in Europe. Sending it to the USA was more expensive than the product. So, their money back quarantee is a lie. They agreed to refund 35% of the costs.
EDIT: Reading other reviews here makes me think even more that the whole company is a scam. Some clients (probably USA based) are asked to return the device to Netherlands and European customers to the USA which makes the returns impossible. I hope I had read the reviews before ordering.
Response from AscilyApr 3, 2025
Hello Pirita,
Thank you for sharing your feedback with us. We’re truly sorry to hear about your experience with the Cellu device, and we fully understand your frustration.
We want to reassure you that we have already processed the partial refund, and the 35% refund will be credited to your account. We understand that shipping costs were a concern, and we apologize for the inconvenience caused by our international return process.
Your feedback is valuable, and we will take it into account as we continue to improve our services. If there’s anything else we can assist you with, please don’t hesitate to reach out.
Thank you for your patience and understanding.
Best regards,
The Ascily Team
HH
Heidy H.
Please DONT BUY THIS PRODUCT!
Please DONT BUY THIS PRODUCT!
Although it says “not painful” it is extremely painful even at the lowest level. It will only bring you more frustration. The return, even though it says “30-Day Risk-Free Trial” is extremely cumbersome.
Let's try to be happy with the cellulite we have :) This product will only bring you headaches
Response from AscilyMar 31, 2025
Hello Heidy,
Thank you for your feedback. We’d like to clarify that we do not offer a "30-Day Risk-Free Trial" on our products. Instead, our policy states that we provide a 30-day return window from the date of delivery, which is clearly outlined on our website.
Additionally, as a resolution, we offered you a partial refund, which you accepted without needing to return the item. If you have any further concerns, please let us know—we’re happy to assist.
Best regards,
The Ascily Team
JS
Justine St Claire R.
Worse thing ive ever wasted my money on
Didnt receive it and had to argue with customers service for at least 8 emails. Finally they agreed to send me a new one. Received it, cheap packaging, no instructions no brand name. Tried it out on lowest sections - the pain from this tiny machine, sucked my skin so hard, dragged it up my leg and now covered in bruises, now going to try and get my money back / i will update you on that!!!
Response from AscilyMar 25, 2025
Hello Justine,
Thank you for your feedback. We truly appreciate the opportunity to clarify the situation regarding your order.
Your package was initially returned to the sender due to an address issue. As a resolution, we offered you a reshipment, which you accepted, and we can confirm that you successfully received your order on March 24.
Regarding the instructions for use, we also sent you a user manual to help ensure you can correctly operate the device. We hope you had the chance to review it before use, as it provides important guidance for optimal results.
If you have any further concerns or need additional assistance, please don’t hesitate to reach out. We are happy to help!
Best regards,
The Ascily Team
SA
Sarah
BEWARE
BEWARE.
1) Website says 30 day money back guarantee, but then they expect you to ship it back to Europe, which shipping costs cost more than 1/2 the product.
2) product is EXTREMELY painful on even the lowest setting, it got stuck to my skin and was terrifying and quite dangerous actually and it would not turn off
Response from AscilyMar 22, 2025
Hello Sarah,
We’re sorry to hear about your experience with our product. Your feedback is important to us, and we truly appreciate you sharing your concerns.
Regarding our 30-day money-back guarantee, we do accept returns; however, as stated in our policy, customers are responsible for return shipping costs. We understand that international shipping fees can be frustrating, and we’re always looking for ways to improve this process.
As for the product’s intensity, it is designed to be adjustable to different comfort levels. We’d be happy to assist you in troubleshooting or finding a solution that works for you. Please reach out to our support team at [email protected], and we’ll do our best to resolve this for you.
We value your feedback and appreciate the opportunity to improve our products and services.
Best regards,
The Ascily Team
