Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my second time filing a complaint I purchased this item about 4 years ago every year and sometimes twice a year I have to keep paying $40 to get it fixed I just paid $40 last year and the drill is broke again . I paid $250 on the drill and this is my 5th time sending it in they keep repairing it instead of giving me a new drill. This is messing up the money with my business . And safety issues with my clientele the drill speeds up on its own like its glitching constantly. I reached out instead of giving me a new one they fixed it and its the same issue

  Business Response

  Date: 03/20/2025

  Hello, thank you for reaching out and sharing your concerns regarding your Beyond Pro Drill. Were sorry to hear about the ongoing issues you've experienced.
  After reviewing our records, we see that your device has undergone multiple repairs over the years, including a handpiece replacement. Regarding the service costs, please note that per our policy, once a device is out of warranty, a service fee is required for repairs. Like any electronic device, issues may arise over time, and we understand how frustrating this can be.
  Given that you have gone through the warranty repair process five times, we would like to offer you a brand-new replacement. Additionally, we will ensure that the warranty is reset with the replacement. We hope that with this resolution, you wont have any more issues affecting your business.
  Please let us know how you'd like to proceed, and we will be happy to assist you further. 
  Best regards,
  ******* *******

  Customer Answer

  Date: 03/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Please forward them my new address it should also be in their files from the repairs . My address is ********************************************;
  
  Regards,
  
  Treasure *****
  
   
  

• Initial Complaint

  Date:12/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 6th, 2023 I placed an order totaling $579.85 . My order took a while to ship and when it ships I get a ***** man who delievered the package at my door also realizing that my package was opened and not sealed . He asked me for my signature to complete that he did his job . As I get the package I realized that it was completely damaged and that the items where gone. I contacted Kiara Sky to inform them of how the items were delivered. The customer service was completely rude , I provided them with images , and they told me that Im held responsible for the items , yet adding that Kiara sky charged me a package protection in case the package is missing or lost /stolen etc. They arent offering me a refund or a replacement.

  Business Response

  Date: 12/18/2023

  Good afternoon, 

  We are responding to the complaint initiated by the customer regarding a package she reviewed, signed for, and claims was handed to her empty and tampered. Upon thorough investigation, we engaged *****, who provided images of the package before it was scanned and delivered. These images unequivocally demonstrate that the package was delivered in a properly sealed and undamaged condition. Moreover, the customer has also provided a picture of the package, revealing no damage to the box. (See images attached)

  Given the comprehensive evidence from both ***** and the customer's own image, we regrettably cannot issue a refund or replacement. Our records align with the evidence provided by *****, confirming the package's good condition upon delivery.

  We appreciate your understanding of our position in this matter. If you require any additional information, please do not hesitate to contact us.
  

  Thank you for your attention to this dispute.

   

  Customer Answer

  Date: 12/19/2023

   I am rejecting this response because:
  
  The seal is broken , I have seen the images on which the box does have its tape but its broken with no items. In Could possibly been opened in transit or before it was sent I wouldnt know all I know is this packages arrived with items missing , I have opened an investigation with Afterpay in which I Accidentally closed the dispute but it will continue . I also filed a complaint with ***** in which the merchant has not waived the right to a possible resolution . If merchant doesnt provide me with a resolution , refund or replacement I will have to proceed with legal actions as I have been charged with false advertising with a package protection , adding that I spoke to the driver himself and also said the package overall was opened. In addition I have called multiple times to attempt and speak with a manager or a person on top and Kiara sky has been avoiding me . I kindly ask that I please get a resolution . 

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDER NUMBER: #******
  On July 3rd, 2023 I purchased an E drill for $300 on their website. This was in addition to that I bought other products with a total of almost $500. After almost 2 weeks, because Kiara Sky's shipping is ridiculously slow, I received my order. The nail drill had immediate issues with the lock. It would not open. I tried and tried to get it to unlock and when I finally did the whole mechanism broke. I contacted the company (they have a 30 day return policy) and was told I'd have to pay to return the defective nail drill. I called and told them I shouldn't have to pay for return shipping because the $300 drill is defective. They said to send a video of the issue. Seriously?? I want a free return shipping label and I will no longer buy from this unprofessional slow company. I will also dipute the charge if I don't get my money back

  Business Response

  Date: 07/26/2023

   

  Good morning, 

  I have looked into the customers account and it appears we received the drill on 5/24. A full refund was issued, which I have have attached the files. According to our customer service associate, we did offer a label, however she became very upset once we had asked her to send video of the issue with her drill, and ended the call. 

  Any product or electronic issue, we do require a picture or video in order to proceed with a refund or replacement. Her return was in bad shape once we opened and inspected the device. Product was tampered with and taken apart by the customer, however, we did issue the full refund regardless due to the circumstance. 

  If you have any other questions or concerns please let us me know. Thank you!

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to reach someone for over a month about this lamp and how it has been performing. Initially it started doing a blinking motion on the left side and then it eventually went out on the left side and then the right side started the next week now none of the lights are illuminating except for 2. I purchased this lamp just a little over 6 months ago and definitely did not expect for it to be going out on me this soon it is supposed to be a quality product and especially for the cost but I didn't mind paying the cost because I thought I was getting a top line product. In my 30 years of being a nail tech I have never come across customer service so horrible to have no one to call me back about it to try to rectify the issue is beyond disappointing. When I talk to the store that I purchased it from. They told me that I do have a year manufacturer warranty but what good is it if you can't talk to anyone to get it rectified? They also told me that several people have been bringing their lamps back but has been taken about 2 months to get repaired. I thought that it was so great because I love the color and the unicorn look of the lamp and when it works it works well with drying the nails. But the fact that I've only had it for 6 months and a small salon that services less than 40 clients a month It definitely should not be given me a problem at all already!! This is not the 1st product that I've bought from them did not perform at a level that I thought it was it but I just discarded the other ones however this is too much money to overlook. what am I supposed to do for 2 months while I wait for another lamp to be repaired?

  Business Response

  Date: 06/21/2023

  Customer stated she had reached out to us regarding her lamp several times; attached if a screenshot of the timeline we have for her account. First message we received from her was on 6/20 for the claim she submitted for her lamp. Second screen shot shows where we replied to her (today) requesting receipt information to move forward with the warranty process. 

  We will repair the item at no cost; we unfortunately do not replace any times after 60 days of purchase. After the 60 days we have to attempt to repair the item, if the item is unrepairable, we will then issue a new replacement if needed.   

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over$300 for a nail drill. I bought it in December of 2023. My drill broke within a month. I cannot get into contact with the business. I have left several calls, voicemails, and emails with no response. I want a refund or another drill sent to me.

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 11/25/2022. I emailed their website because I have not received my order. The Pitney bowes shipping company said they gave it to usps which was a lie I confirmed with usps themselves and have the email to prove it. I just want the order shipped out to me or my refund if they can’t replace the order#6***87.

  Business Response

  Date: 12/20/2022

  Good afternoon, 

  
  

  
  

  We have issued a replacement for the customer and have expedited shipping. Customer has been notified. 
  

  
  

  
  

  Thanks!

  ****** 

  Customer Answer

  Date: 12/20/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18****87, and find that this resolution is satisfactory to me. Thank you!

• Initial Complaint

  Date:09/16/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a expensive still and cannot seem to get it. They told me it would arrive four days ago and it never arrived. Then they took the date down and never put a new date for arrival. I emailed and they never responded. I asked for my money back and they told me they can't do that since it is being delivered. But they refuse to tell me when it will be delivered. It's been weeks!!!

• Initial Complaint

  Date:09/08/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for the $300 pro nail drill. It’s been 3 days and I have still not revived any confirmation email. I called about 10 times no answer. These products are not cheap you would think they would have better customer service! Very disappointing experience

  Business Response

  Date: 09/08/2022

  Hello, 

  
  

  Customer placed order through Afterpay, order confirmation was sent to the information provided, which was a mobile number at the time (please see attachment). 

  
  

  Customer called today and our representative added her email address to her profile to receive email notifications.

  
  

   If you have any questions please let me know. Thanks!

  
  

  ****** 

  Customer Answer

  Date: 09/08/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 179***23. I was able to speak to a representative  in regards to my order and she was able to send me the confirmation I requested. The representative was very helpful, and  I’m hoping that shipping and delivery will be a smooth process from here on out! Thank you