susan
Paid for faulty items and out of pocket
DO NOT purchase from this company. I bought an electric naile file UP200 from this co. I paid a further £36 customs and excise. The item did not have a British plug on it. I then had to pay for an adapter plug which converted the electric for use in this country costing a further £25. Item was faulty and cost £35 to return. They eventually said they received it after telling me I had posted it to the wrong address until i emailed them the copy of the address they had told me to send it to. They then said it was faulty due to my mis use..ie the hand piece was full of white powder. The item was faulty from the start and also its function is to file nail products. The company have not responded and have kept this item. Stick to purchasing from the UK as it works out much cheaper whilst I am out of pocket and having to look into getting my money back from these cowboys.
Response from The Nail SuperstoreAug 27, 2011
Dear Susan, We value feedback from all of our customers and we're sorry you didn't have a positive experience. We hope you'll give us another chance to prove that we're the right nail supply company for you. Regarding to your comments: 1. "Customs & excise": we clearly stated on our website, "duties & taxes" are not included in our price. 2. "Adapter plug to convert the electric to use": we have no control over how and what each and other countries use. There is manual inside of the box which specified what voltage is required. The same information is also in the back of the machine. 3. "The hand piece was full of white powder", these exact words are from the manufacturer which how they described when they open up your machine for service. In any event, they had repaired your machine at no charge even though it is not covered under the warranty. 4. "The company have not responded and have kept this item": our customer service representative had sent many emails to respond to your concerns in timely manner. We have records of those. Yes, you are correct, the manufacturer still has your machine at their warehouse because of the fact that you refused to pay for return shipment. In all, we are sorry for your inconvenience. As our company have always been doing something right for thousands of customers all over the world, for over 16 years, we are willing to go beyond our responsibilities to accept the costs of shipping the machine back to you, except any other duties or taxes incurred in your country. Our customer service representative will contact you to arrange the shipment. We are thank you for your business and hope you will come back to visit us soon. Best regards, Kevin Huynh The Nail Superstore