ComplaintsforDyffernt Inc.

• Initial Complaint

  01/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered BRUSH and Travel Bag on Oct 12, 2023. Order #******. Received Oct 17 and started return on Oct 27 per their return policy. Packed and shipped the BRUSH and travel bag back to warehouse in ******** using the provided shipping label. Received notification on Nov 14 that return has been processed but the amount was less than what I paid for. After contacting them directly I was told that the ******** warehouse told Dyffernt that I did not return the travel bag. I assured them I used the original shipping box they set me and that all the items were returned. Since the warehouse is in a different state, they cannot directly verify what the warehouse tells them. ***** told me they would ask the warehouse to check the return again and get back to me on Nov 14. I have not heard from them since then.I am requesting Dyffernt believe me (the customer) and refund the cost of the travel bag + tax.

  Business response

  01/13/2024

  Dear ****************,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the inconvenience you have experienced with your recent return. After reviewing your case, we are pleased to inform you that we have processed an additional refund of $8.80 (as requested), even though our warehouse did not locate the travel bag. This refund should reflect in your account shortly.
  At Dyffernt Inc., we highly value customer satisfaction and strive to resolve any issues swiftly and efficiently. We understand that sometimes misunderstandings or errors can occur, and we appreciate your patience in this matter. In future, should you have any concerns or queries, please feel free to contact us directly before escalating to external parties like the BBB. We are here to assist you and ensure a smooth and satisfactory experience with our products and services.

  Once again, we apologize for any inconvenience caused and thank you for your understanding. We appreciate your business and look forward to serving you better in the future.

  Best regards,

  Dyffernt Inc.

   

  Customer response

  01/16/2024

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just want to return it

  Business response

  11/30/2023

  Dear *******************,
  
  We are genuinely sorry to learn that our BRUSH did not fully meet your expectations. We respect your decision to return it and are committed to assisting you through this process. You reached out to our customer service team via email on November 28 regarding the return, and they have provided you with return instructions within ********************************************* our email to proceed with the return. Rest assured, you will be refunded following the receipt of the returned BRUSH.
  
  Your feedback is incredibly valuable to us. If you have any comments about the product or your experience, please do not hesitate to share. Your insights are crucial in helping us enhance our services and better support our community.
  
  Thank you for giving our product a try. We sincerely hope to have the opportunity to serve you again in the future.
  
  Sincerely,
  

  Dyffernt Inc.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid over 100 for this brush, and extra 20 for case. the case came with zipppers broken, I could not use it. I emailed them and they asked for a picture (no more the customer is always right) and I explaieed I am in my late 60's and had no idea that throwing out the bad case was wrong. they told me unless i can produce a picture (again, zero trust) they refused to replace my case. I think it is poorbusiness

  Business response

  11/11/2023

  Dear Better Business Bureau and ***************,
  

  We are writing in response to the complaint filed regarding an issue with a case purchased from our company. We appreciate the opportunity to address this concern and provide clarity on our policies and procedures.
  

  First and foremost, we regret any inconvenience experienced by ***************. Customer satisfaction is a cornerstone of our business, and we are committed to providing high-quality products and service. We have a longstanding history of customer satisfaction, with over ******* cases sold, and instances of defective products, particularly with broken zippers, are extremely rare. Actually, we have never received a single complaint about a broken zipper, thanks to the strong quality control measures in place at our factory where these cases are produced.
  

  Upon receiving a complaint about a damaged product, our standard procedure is to request a photograph of the issue. This practice is not only common in the industry but also necessary for us to verify the claim and take appropriate action, such as providing a replacement. This step also aids in our ongoing efforts to maintain quality control and prevent future occurrences of similar issues.

  In this particular case, *************** informed us that the damaged case with the alleged broken zipper was discarded without providing the requested photographic evidence. Without verification of the damage, it is challenging for us to ascertain the nature of the problem or to validate the claim. It is an unusual practice to dispose of a damaged item before a resolution has been reached, especially when a replacement or refund may be warranted. While we empathize with the ******************* situation, our policy to require evidence of the defect is a standard industry practice designed to protect both the consumer and the company from potential misunderstandings or abuses of the return and replacement system.

  At this point, we are unable to offer a resolution such as a replacement or refund without any proof of the defect. We believe that this policy is fair and reasonable, ensuring that all customers are treated equitably and that resources are allocated appropriately to legitimate claims.

  We are committed to providing excellent customer service and are open to discussing this matter further with *************** to find a mutually agreeable solution within the bounds of our policies.

  Thank you for bringing this matter to our attention, and we hope this response clarifies our position.
  

  Sincerely,

  Dyffernt Inc.

  Customer response

  11/13/2023

   
  Complaint: 20823372
  
  I am rejecting this response because:
  I dont appreciate the snarky realonse . As i said im not a techy person but used thr brush from day one. Only when i had to travel a few days later i discoveres this rare occurence of the zippers being totally screwed. I never ever thought that they wouldnt believe me, and i cannot believe that after spending so much money on this product they wouldnt replace . Im struggling to figure out why anyone would want an extra carrying case, i certianly do not , but its really really unfair . They sent me a broken case. I am a senior, not techy and had no idea i had to keep the case to prove that i am not lying. I am so thoroughly mystified that they will not replace this case and they are being so accusatory and unwilling to do this . I swear on my life that bag was broken, the zippers would not open. Terriblle customer service and i will shout it from the rooftops.
  Sincerely,
  
  *********************

  Business response

  11/14/2023

  Dear ***************,

  Thank you for reaching out to us with your concerns. We truly value your feedback and regret to hear of your dissatisfaction. Our aim is always to communicate clearly and respectfully, and we apologize if our previous message did not meet this standard.

  We understand your frustration regarding the issue with the travelbag. However, it is important to clarify that our policy of requiring photographic evidence or the return of the defective product is a common practice in the industry. Typically, all businesses request that customers return the defective item for a replacement. We aim to simplify this process by only asking for an image, to save our customers the inconvenience of returning the item.
  This policy is in place to ensure fairness and consistency in how we handle all customer complaints and requests. It allows us to verify claims effectively and maintain the integrity of our customer service process. While we acknowledge the difficulties you faced as a senior customer unfamiliar with these requirements, this practice is crucial for us to manage resources responsibly and serve all our customers equitably. Despite the circumstances, at this point we are unable to provide a replacement without the required proof of the defect or the return of the defective travel bag. We believe our approach to be fair and aligned with standard business practices. We are committed to delivering high-quality products and service, and we sincerely apologize for any inconvenience you have experienced.

  We value your business and hope to have the opportunity to serve you better in the future.
  

  Thank you for your understanding.

  
  Sincerely,

  Dyffernt Inc.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid well over $100 for a Brush ***** and paid extra for a CARRYING CASE. THE carrying case came broken, would not open zipppers were broken. I emailed them several times and finally just threw the brokeb=n case out. a ********************* said unless they had a picture of the case, they will not replace it. so much for the customer is always right. IM a senior who is not a techy--I guess they think im lying? I mean what would I get out of having a second case that only fits the product I bought ????? twrrible business practie. I need the case for travel and this is not fair, I dont want money I need a replacement!!!!

  Business response

  11/08/2023

  Hello *****, 

  It is our policy to either submit a photo clearly shopping the damage/defect or to return the item for inspection. Unfortunately you disposed of the item so there is not way to submit a claim without documentation. 

   

  As a one time exception we will replace the travel bag. For future reference, we recommend you keep items you wish to be refunded or replaced. Do not dispose of until instructed to. Most stores of require for these items to be returned.

   

   

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want to return my item. It is a Brush30. I have emailed them repeatedly for a return and have called both numbers on their website and the numbers will not go through. They claim money back guarantee within 14 days of purchase but they are not responding.

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