Complaints

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• Initial Complaint

  Date:01/20/2023

  Type:Order 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.

  Date of Transaction: October 13, 2022 Amount paid to the company: $29,900 US What the business committed to provide: A digital nail art printing machine with a complete card payment system What is the nature of the dispute: Refusal to process a refund Has the business tried to resolve the problem: No

  

  Business Response

  Date: 02/28/2023

  ******************* purchased the ************** machine with the vending kiosk with the intention to become a distributor in ******. He was keen to initially exhibit the machines at a trade show in ******. We delivered and also sent one of the technicians to assist him at the trade show.

   

  ******************* was told in advance that the cashless payment terminal was not set for use in ******, it was only set for use in the US. It required software integration and would not be ready in time for the show, he completely understood this and that the vending machine could dispense packs of acrylic and natural nails free for demo use and the function of the ************** kiosk would be unaffected. He chose to proceed on that basis.

   

  For the majority of the trade show/exhibition, the technician was with ******************* assisting and also spent time training ******************* on the operation of the machine. ******************* did not pay much attention to the training and instead focused on talking to potential customers, leaving the technician to do all the demonstrations.

   

  Every demonstration carried out by the technician was flawless. Potential customers were delighted.

   

  The process of the ************** machine is that a customer can choose from hundreds of nail art images, or upload their own, including photos and the machine will print those images onto their fingernails. Once the fingernails are printed, they require a topcoat/sealant to preserve the nail art so it will last for several days without rubbing off. ******************* himself had one of his own nails printed and several hours later asked the technician for removal gel, this proves that when done properly, the nail art stays on.

   

  The technician left several hours before the show ended to catch a flight home to Ireland. ******************* continued alone. After the show ended, ******************* shipped the machines to a storage facility. He instructed the shipping company to charge the shipping to the same card that was used for shipping to him. That card is in the account of ************** and ******************* gave the instruction to charge their card without consent.

   

  ******************* lives more than ***** miles away from where he stored the machines.

   

  After the show, ******************* reported that the machine was not functioning correctly. The machine functioned flawlessly during the time the technician was in attendance. It is our belief that ******************* did not follow the instructions and training and most certainly did not have customers apply the top coat. He alludes that some customers complained that the nail art rubbed off in no time. **** in mind my earlier comment that he himself had to ask for the removing agent to clean off his own nail art.

   

  There was absolutely nothing wrong with the nail art machine.

   

  After the technician left the show, we have had no sight of the machine at all. It is in storage. Not long after the event the credit card payment software integration was completed but cannot be implemented because we have no access to the machine while it is in storage. ******************* can not or will not give access for that or to examine the machines with a view to assessing, examining and even considering a refund. When ******************* shipped the machines from the exhibition to storage, we have no idea if he packed them safely and securely and therefore have no way of ascertaining if there is any damage.

   

  ******************* has been in touch via his attorney ad there have been several letters back and forth. We have asked him and his attorney to provide us with the contact information of the customers who he says complained the nail art rubbed off. He does have their contact information but will not share that. My intention was to investigate the so-called problem.

   

  ******************* did not buy the machines to operate himself as a business, he wanted to be a distributor. In one of his emails dated December 14^th, he stated My intention was and always has been to be a distributor and not an operator yet he claims because the machine is not functioning according to him, he had been deprived of the opportunity to deploy and install the machines to operate them as a business.

   

  We have had a serious buyer for his machines based in ******* who is keen to buy. ******************* will not give that buyer access to the machines to see them, claiming the storage facility is too far away from him to do that. Yet he wants to be a distributor and this would be his first customer.

   

  It is my opinion that ******************* had it in his mind to make a quick buck at the trade show, not thinking that a trade show is where people see an opportunity and then take time to consider. As a result of not making quick sales at the trade show, I believe ******************* is finding any excuse, including claims that the machine does not work.

   

  On21st February, ******************* emailed and has agreed to Send a colleague into to the storage unit to take some photos and videos of the machines so he can show them to us to examine and be sure there is no damage so we can consider a refund. Up until now, we have had no opportunity to be sure they are not damaged as a result of shipping and storage. Today is 28th February, and he still has not sent the photos