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:07/26/2024

  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.

  I ordered products from this company but did not receive the correct order tried to contact them through email but no response tried calling number listed foe them no answer.

  Business Response

  Date: 11/13/2024

  Hi There,

  For this submission, the customer's email was mistakenly categorized as junk, which prevented us from receiving it and subsequently left it unanswered. We take full responsibility for this oversight.

  We have contacted the customer; however, we have not yet received a response. We will reach out again to enable the customer to confirm the incorrect items received, and we will be pleased to issue a refund for their request.

  I have attached a screenshot of the filtered message, as well as documentation of our communication with the customer.

  We respectfully request your review of our current status and the provision of a rating, as we are dedicated to resolving this matter and addressing all concerns. Thank you for your cooperation.

• Initial Complaint

  Date:01/27/2023

  Type:Product 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 30, 2022 I sent an email to the company with a picture of the damaged item, a scalp massager for $18.00 (picture attached). My total order (#NW167200) came to $67.15 and I stated in the email that I would like a refund on my item and I will send it back. Their return policy states that there needs to be a "return authorization number (RA)" otherwise returns will not be accepted. With it being the holiday season, I waited a few weeks with no response. I sent the same email stating that it was my second attempt on January 9, 2023 and waited a few weeks, again with no response. An automated messed is generated saying that, "We received your email and will get back to you with a (human) response as soon as possible. On business days thats usually within 24 hours. Evenings and weekends may take us a little bit longer." and I have yet to receive a response. I am a full time nursing student so it is easy for time to get away from me and money is very tight at this moment. If I could receive a refund for an item I cannot use, I would greatly appreciate it. Thank you for your time and help.

  Business Response

  Date: 11/13/2024

  Hi There,

  
  I'm reaching out from The PuffCuff
  
  For the complaint case #********, we encouraged the customer to return the broken item for an exchange and received no response, the customer reached out once more and we encouraged them to return for an exchange, we have a return portal that will issue a replacement once they request it however we never heard back from the customer and we did eventually issue a refund, I'll attach both our conversations and proof of refund.
  
  We kindly request the removal of the complaint status, as it is currently marked as unanswered. However, we would like to point out that the order has been refunded, as evidenced by the attached documentation. Additionally, we hope that our rating can be reviewed accordingly.
  
  Thank you for your understanding.

• Initial Complaint

  Date:09/24/2022

  Type:Sales and Advertising 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.

  The company had a 30 day trial return period which they did not honor. The return wasnt working on their website and they made it difficult to do otherwise and not free as advertised. The product was garbage.

  Business Response

  Date: 10/03/2022

  Hello There,

  Team PuffCuff here in regards to the previous complaint involving **************************

  We received an email that the customer would like to return the order for a refund, we have a return portal that allow customers to return orders for refund/ exchange, if the portal does not allow an item to be refunded, this means that it goes against our policies, if a customer insist on a return, they are asked to return the item at their expense as it is stated in our policies the items not eligible for a return.

  One of the item in the customer's order is not eligible for a return, however, the customer was encouraged to return the order her expense and she will be refunded, I've attached screenshots of the item, the policy on the item and also communication with the customer, once the items are returned and the tracking is provided, the customer will be refunded, this has not been done.

  Thank you.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18125199
  
  I am rejecting this response because:

  puff cuff has sketchy business practices. They offer a first time buyer discount code which then sneakily invalidated their 30/60 (fyi it also isnt clear which it is) day satisfaction guarantee return policy so then their return portal doesnt work. This is the worst ************ ordered from and I want a refund. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/04/2022

  In regards to the rejection from the customer,

  We at ******************** are very transparent in what we do, we offer a discount code for first time order, it is stated on the website that the discount cannot be combined, therefore if a customer is purchasing an item that is already discounted, the first time discount will not be applicable, if a customer forgets to add their discount code to their order, customer service will gladly apply this once they reach out.

  As it is stated on our website, We offer refunds, free exchanges, and free returns for store credit. the item in the customers order was a bundle, all bundle are FINAL SALE, however we provided the information to return the item for a refund and this was not done, once the order is returned, the customer will be refunded.

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18125199
  
  I am rejecting this response because:

  Ah I see so its the bundle that was the issue not the discount code. See that wasnt that transparent or clear at all. We could have just resolved this over email. Ive never had to report anyone before. It doesnt say anywhere on the product page or in my order confirmation email that the bundle is final sale. So you should fix that and you should let me return as normal. 
  

  If I can still return we can resolve although I would prefer if you just make me a shipping label (dont see why I need to ship it myself, never have had to do that before) even if you decide you still need to deduct shipping from my refund (but I dont know why).  
  

   

  
  Sincerely,
  
  *************************