ComplaintsforCortex USA, Inc.
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Complaint Details
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Initial Complaint
10/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The hair dryer cord shot fire and sparks at my wifes face. Cortex stated they were sending a replacement and it never happened after requesting images of the damageBusiness response
11/08/2023
Dear BBB,
We would like to respond to Mr. ********************************* complaint regarding his wife's experience with our blow dryer. We appreciate the opportunity to address this matter and provide our side of the story.
At Cortex Beauty, the safety and satisfaction of our customers are of utmost importance to us. We were deeply concerned to hear about the incident involving ****************** wife, and we sincerely apologize for any inconvenience or distress this may have caused.
Upon receiving ****************** initial complaint, we initiated communication with him to investigate the matter and take appropriate action. After conducting a thorough internal review, we identified that a replacement dryer should have been dispatched. However, it seems there was an unfortunate delay in the process, for which we sincerely apologize.
We want to assure ************** and the BBB that we take such incidents very seriously and are committed to ensuring our products meet the highest safety standards. In light of this situation, we have now shipped a replacement dryer to **************, which he should have received on 11/4. Here is the tracking number for the replacement: ************. We have also taken steps to improve our internal processes to prevent similar issues from happening in the future.
If ************** believes that the issue was not resolved to his satisfaction or if he has any further concerns, we would be more than happy to speak with him again and address any outstanding issues. Our customer support team is readily available to assist him with any additional questions or concerns.
We deeply regret any inconvenience ************** and his wife may have experienced, and we thank them for bringing this matter to our attention. We remain committed to our customers' safety and satisfaction and will continue to work diligently to ensure the quality and reliability of our products.
Thank you for your attention to this matter, and we appreciate your assistance in facilitating this communication.
Sincerely,Erez Maman
Cortex Beauty PresidentCustomer response
11/09/2023
This matter is closed and cortex took care of it. They still have very poor and rude answering service but the owner and his right hand Zac are top notch and I would do business again.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.