Camden
UNHONEST COMPANY
Terrible service ESPECIALLY a major grey area in terms of a “warrenty policy”. After a year of occasional use on my wife, they dare repetitively tell us “ as part of our warranty policy, we do require a short video showing the issue with the device. This is a necessary step to document the problem and file a replacement request with our logistics team” Mind you, 2 representatives have already approved of our replacement due to us providing them with the email used for purchase & our order number(like they asked). So we disposed of the non-working blackhead remover(wasn’t charging) because we already offered to return it in hopes of an exchange but they said it “wasn’t necessary”. I would advise to be weary when working with this company’s customer service. Very unreliable. Also! We asked for a courtesy since this was our very first purchase not to mention we initially also bought the “deal” they had which included about 12 pieces of the replacement & the cream cleanser. They still repeated their statements oriented around “video” proof being required which im sure they will try to update their policy after this but I already took screenshots/recordings of what it actually says. UPDATE: So if you’re reading this part of the review you’ve seen how poorly they are able to deal with customers request even though they say they will do exactly what is being requested. So they have emailed me and requested this review is either updated or deleted then they will resend the product. So here is the update. Y’all too can get replacement, they are willing to work with thier customers as long as you do your end of the bargain. 🤣 UPDATE:After days of awaiting shipment of the item, they have sent this message repeatedly “ Your replacement has already been processed and forwarded to our fulfillment team, and we have requested expedited delivery. I’ll send over the tracking details as soon as they become available. If you’ve had a chance to consider updating or removing your review in the meantime, we would be truly grateful — your support really makes a difference for our small business. Please confirm whether it has already been removed, so I can use this as proof when I update the Product Team” Then we responded with “ Thank you for the update. We will definitely update the review upon our hopefully timely receiving of the replacement.” But all they seem to think is that we should remove our review before they actually resolve customer/client care so we decided to abstain from their failed attempt at seemingly blackmailing us & told them to keep their business, yet they said they’ll send us to their expert team which will respond in 48hrs. BE WEARY WHEN DOING BUSINESS WITH THIS COMPANY.
Response from Luxury ConfidenceJul 10, 2025
Hi Camden, This is Aga, the Head of Customer Experience at Luxury Confidence. Thank you for sharing your experience with us. I truly understand the frustration you’ve encountered regarding our warranty process and communication. It’s incredibly important to us that our customers feel supported and confident when seeking a replacement. To clarify, our warranty typically requires a short video demonstrating the issue to help our product team approve replacements efficiently. However, I recognize that your case involved prior approval and disposal of the device, which complicates the usual process. That said, we value your loyalty, especially as this was your first purchase with us, and part of a bundled deal. We want to make this right. If you could please reach out directly with your order details, I will personally review your case and offer either a replacement or a credit, whichever best supports you. You can contact me at [email protected] or call me directly at +1 (302) 803-5226, extension #004. I’m available from 2 p.m. to 10 p.m. EST and am committed to ensuring a smooth and positive resolution for you. Thank you again for your patience and for allowing us to make this right. Your feedback is invaluable. Warm regards, Aga Head of Customer Experience 📞 +1 (302) 803-5226 ext. #004