Proj E Beauty Customer Service will do anything to prevent a refund.
STAY AWAY FROM PROJECT E BEAUTY!I purchased directly from PEB website to ensure the 60 day money-back guarantee. LOTS of complaints about Project E Beauty (PEB), when PEB sold thru platforms like Wal-Mart, Amazon, etc.I read lots of complaints about PEB Lumalux LED Face & Neck Mask controller, which PEB claimed were fixed. One controller is used for face & neck masks. I called PEB cust serv w/ controller battery issues & followed all recommendations like draining the controller & then recharging it, use only ONE mask at a time** PEB website shows lady using BOTH masks at same time. Day 58, I called PEB cust serv for Return Merchant Authorization (RMA). PEB customer service said PEB would email me the RMA after verifying my purchase. Day 60, I emailed PEB for RMA # b/c PEB never emailed me the RMA. PEB emailed back that I was outside the 60 day guarantee!I tried to file a PayPal dispute. PayPal stated PP only allows customer 30 days from merchandise delivery to file a dispute. PP stated that it automatically favored merchant when outside of the 30 days so dispute was NEVER opened.I opened a dispute with AMEX; I sent my receipt, delivery date, PEB's written 60 day money-back guarantee, and documented issues from users online with the controller.AFTER AMEX contacted PEB, then PEB emailed me a RMA. PEB stated that I MUST ALSO PAY for return shipping AND insurance in order to get a refund! Shocking given I could never use the masks properly because of a defective controller. Still paying $25 to get back $570 was worth it to me.I wiped the masks and controller with a microfiber barely damp w/ rubbing alcohol to ensure masks and connectors were completely clean, looked brand-new, and unused. I packed everything the way it came, included everything that I had received in the box. Return got to PEB 5 days after I mailed it.After PEB got my masks and controller back, I emailed delivery confirmation and asked for my refund. PEB gave excuses as to why they couldn't give me back my money. First it was because of the AMEX dispute BUT a merchant can always give a refund back during a dispute! PEB said if I closed the dispute then I would get a quicker refund. I closed the AMEX dispute and sent PEB PROOF FROM AMEX that the dispute was closed; all done within 15 days of PEB getting back the masks. Over 7 weeks & I still didn't have a refund. PEB said no refund because of the open PayPal dispute, which had NEVER been opened. I believe that PEB was dragging this out to burn the days so I couldn't get a refund thru an AMEX dispute. I had asked AMEX to close the dispute with the right to re-open it. I asked b/c during my call w/ PEB, they said PEB must verify themselves that dispute is closed and it would take at least 2 weeks for PEB to verify that the AMEX dispute is closed. AMEX said that was not true because AMEX was ALSO sending PEB an email to PEB with my RMA as I requested; email stated the dispute was closed by me to facilitate a quicker refund.After 2 months, I contacted AMEX to re-open the dispute. Fortunately I had primarily communicated with PEB by email after PEB lied that I hadn't called them. I sent 15+ emails to AMEX that came directly from PEB customer service. AFTER THREE MONTHS & NO REFUND, I got PayPal to send an email. PP's email stated there was no dispute opened because I failed to make my claim within 30 days of merchandise delivery. I sent PP's email to AMEX who said that PEB had lost the dispute based on the PayPal email.I sent the PP email to PEB and told PEB that AMEX was ruling in my favor because of PEB's lies and attempts to burn the days to try to stop me from getting a refund thru AMEX dispute.2 days after I forwarded PEB the PayPal email, then PEB emails me a complete lie- "We've reviewed your case again and have now successfully initiated the refund. It appears the refund has gone through this time.From what we can see, PayPal required the dispute to be fully closed before allowing the refund to be processed on our end, which may have caused the delay." WTH?!PayPal emailed me that a dispute could NOT be opened after 30 days had passed!PEB customer service STILL CLAIMS that a PP dispute was opened! -- A blatant lie by PEB.PEB emailed- "We're truly sorry that this situation has caused so much frustration. This is not the kind of experience we aim to provide, and we understand how upsetting this has been for you.Please know that we always strive to provide fair and timely resolutions."If PEB is so sorry then why didn't PEB EVER OFFER to reimburse me $25 for return shipping of a defective product?OVER THREE MONTHS for a refund that I got b/c of AMEX & my email documents proving PEB lied about PP dispute. 5.5 months of grief for a crappy product & fighting for my refund.BUY ODELYNE ADARA MASKS that work w/ good customer service for hundreds less.
AG
High frequency wand glass applicators
I ordered the high frequency wand and love it. As one arrived broken, project E beauty replaced it immediately. Since the glass applicators are very delicate, they can break fast, but the team is very helpful and replaced them free of charge. Great handling of this matter and accommodating team.
Olivia
Such a quick delivery and great info…
Such a quick delivery and great info available online
Sharon Dormer
I find the mask very effective
The mask is really worth it, I can definiteley see a result! I had a problem with the control box after a while but the customer service is great, they respnded very quickly and kind and I got a replacement.
Tabea Eichelberger
Great customer service
Great customer service. I love their machines, and use them often for my business. If anything goes wrong with them, they rectify the problem quickly.
Anthea Anka
Reliable company
Packaging is well-finished in all its details and shipment didn't take too long. I love my Lumalux face mask because it's really fast and in only 3 minutes you can get a full treatment that targets different issues of the skin. After only a week of daily use my skin already looks smoother and brightened. At first I had problems with charging the controller, but it was only because I didn't use the proper adapter. Customer service helped me out promptly, the guys were so kind and helpful! I really recommend Project E Beauty!
Elena Filipponi
Excellent customer service
Excellent customer service from a seller that cares about their customers. Buy with confidence and trust. Big thanks to Roff & Arriane.
S B
Outstanding customer service and a product that actually works.
I had an issue with my Faisca Neon & Argon High Frequency Wand stopping unexpectedly. Every step of the process was handled within 24 hours from the initial response, to reviewing the video, to confirming and processing the replacement. The communication was fast, clear, and professional throughout.The wand itself is very effective and helped dry pimples quickly, which is why I was keen on a replacement rather than a refund.I’m genuinely impressed with how efficiently everything was handled. I’ll definitely be shopping with Project E Beauty again and would happily recommend them to others
Bowie suthamart Boonram
The purchased product fully met…
The purchased product fully met expectations, but the delivery time significantly exceeded the specified time.
Arvydas
Until now I didn’t use it
Until now I didn’t use it, but it came in the correct time and has all the instructions
Daad Saab
Quick Warranty Replacement
Thank you very much for the quick and efficient solution to the problem: the product with the shortcoming has been kindly replaced under warranty.
IRYNA TULOVSKA
Amazing brand!
I've been using the REVA Age Renewal Wand for months, and it has really given my skin a huge glow up! My skin has never looked so bright, and the device is easy to use and is pain-free!
Miss Lucy Taylor
Brilliant Mask And Excellent Customer Care
I have been so impressed with everything about this company. The red light mask exceeded my expectations. It’s hard to find masks that are both high-quality and effective, but this one is excellent and makes such a difference to your skin. The device feels premium and of really good quality, also the customer service is brilliant, so professional and attentive. Arriane one of the team went above and beyond to help me. Highly recommended this company for their product, service and customer care and support.
Mrs lisa st clair
Definitely recommend both the mask, and the company itself
I had the old Project eBeauty mask and was happy with it until I bought their new LumaLux Face+ Pro with the neck attachment and I’m beyond happy and satisfied with this mask and would definitely recommend. It’s well built, fits well, easy to use and I like the different colours many other brands don’t offer.I also purchased their serums that are smooth and silky, and I love the feel of them.I don’t usually write reviews but the reason for this review is because of how impressed I’ve been with their service. I had an issue, and their Customer Service Lead, Roff, was responsive with prompt email replies and rectified the issue to my absolute complete satisfaction. Their service was really amazing and as I wrote to them once the issue was resolved, is that as long as you’re dealing with a company and everything is on track, then the company is great. It’s if something goes sideways that you can see what the culture and fabric of the company really is and I find Project eBeauty and Roff were awesome and I wholeheartedly recommend this company and its mask & serums.Thank you Roff for going above and beyond,Michele Beaulieu :)
Michele Beaulieu
OUTSTANDING service AND products!
I've been in the skincare industry for well-over 30 years and have used several different LED face masks. However, this mask from Project E Beauty is by far my favorite. Within the first month of using it, I noticed impressive results in the repair of all the sun damage I acquired over the 20 years of living in Florida and baking in the sun. Also, ordering this device was easy and super fast on delivery. So yes, I give Project E Beauty and the LumaLux Face/Pro LED Red Light Therapy Mask a strong FIVE! Thank you! I am thoroughly enjoying my purchase and highly recommend it!
Ron C
Project E Beauty go above and beyond
Project E Beauty are a customer focused company who go above and beyond to meet their customers needs. I bought a Lumalux Face and Neck Mask in early November with an 11% discount code, only to find it was further reduced on Bkack Friday. I approached Project E and they didn’t hesitate to refund me the difference in price. I was blown away by this incredibly generous gesture and would highly recommend buying from this company due to the wonderful customer care. Thanks so much Project E Beauty!
Carol McHugh
I have flare-ups of eczema and it…
I have flare-ups of eczema and it really helps to soften my skin and reduce redness with consistent use. My face, neck and hands are mostly affected and this is small enough that I can travel with it. I am very pleased with the Project E Beauty LumaGlow Red & Blue LED Light Therapy Wand.
Kerri D.
Found what I needed but…
I found what I was looking for which was why I placed the order. However, I got raked with shipping cost and my order has not even shipped after almost being ordered 5 days ago.
Joell Miller
I love it ,my skin loves it
I love it ,my skin loves it
Gitika Naidu
Delivery charges was not indicate in…
Delivery charges was not indicate in receipt just b4 payment. I had requested for refund n I had not heard from them since!
Moh hoon Loh
