Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ** Single Pass Flat Iron from ******* which is an authorized retailer of T3 Micro, Inc. Recently it has started having dangerous electrical problems. Heating to temp, then going randomly cold, to heating to temp again. I don't feel the product is safe to use, and is showing signs of an electrical defect. I reached out to the company because per their warranty, a repair or replacement will be provided for such defects. In the last 2 months, they have only responded twice (only AFTER I called to check the status of my claim). The first response declined my claim and offered a 50% discount on limited items because I did not provide a proof of purchase.I immediately responded and asked for my claim to be reviewed again due to the circumstance. Again, no response. So I called again (now almost 2 months in and I've gotten so far 1 email response from them). I spoke to a representative regarding my claim, she said she could see my response and would leave a note for the warranty team to review it. I asked if I could speak with them directly as the emailing does not seem to be effective or efficient. She said no. I asked to speak with a supervisor, I was put on hold and then told they were busy with other customers. I offered to wait, but was told that was not an option. She said her manager did message her regarding my claim and would have the claim reviewed for alternative options due to the circumstances. She assured me this would be escalated and handled. So I agreed to wait for the email. Shortly after disconnecting our call, I did get an email.. again declining my warranty claim and offering a 50% coupon. So it was not escalated for a resolution as I was promised. I am asking for a replacement with cost of shipping included. I am not interested in a 50% coupon to purchase another item from a company who does not stand by their warranty for products that are defective and dangerous to their consumers.

  Business response

  12/30/2024

  Happy Holidays we apologize for the delay in our response. In reference to claim number C0079622 for the SinglePass Curl Ceramic, the consumer reported that the product she received as a gift was denied due to the lack of proof of purchase provided in the claim.

  Here is the information the consumer provided in her warranty claim "Received as a birthday gift last August. It was purchased from ******. I have absolutely LOVED this flat iron. However, recently it has heated to temp, but only remains at temp for a few mins then is only warm. It does not straighten my hair. I have tried switching temps, outlets, many different troubleshooting ideas but I still have the same outcome. It gets hot, then drops in temp significantly." We also see that in this claim she mentioned that she purchased the SinglePass Ceramic she did not mention that she received it as a gift.

  Here is what she stated in this claim: "Customers Statement of the Problem: I purchased a ** Single Pass Flat Iron from ******* which is an authorized retailer of T3 Micro."

  Today, our ***************** Manager had a conversation with a customer to discuss our warranty policy and explain why we were unable to approve her claim. Unfortunately, the customer was not receptive to the explanation provided. She informed the Manager that her mother's ****** membership had been subjected to fraudulent activity, resulting in the need to open a new membership. As a consequence, her mother's purchase history was lost, making it impossible for ****** to retrieve the receipt in question. While the Manager empathized with the customer's situation, she was still unable to approve the claim in accordance with our policy, as there was no supporting documentation to verify the date of purchase provided in the claim.

  We regret to inform you that we are currently unable to offer a replacement for the SinglePass Ceramic at this time. The reported issue involves the heating element, which is a crucial component of the microchip inside the Flat Iron and is not electrical. Regrettably, we do not have repair centers equipped to address this particular issue.

   We sincerely apologize for any inconvenience this may cause and greatly appreciate your understanding.

  Let us know if you have additional questions or concerns.

  Happy Holidays,

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a T3 Edge Hair Straightener on March 26th 2024 and used the company provided prepaid shipping label to return the item within 30 days per their policy. I never received a refund for the item and contacted their customer support several times with them promising me they would provide an update, and most recently, them not responding. I just want a refund for the item I returned within their policy. Email correspondence with customer service attached to this complaint.

  Business response

  06/17/2024

  Please be advised that due to our recent website change previous orders payment methods could not be moved order to Shopify. The agent **** that has been working with *************************** escalated the refund issue for the return on May 10th. The Accounting team worked diligently to get all orders refunded. We do show that the order was refunded back to the Via card ending in 4082.

  Please allow 3-5 business days for the funds to reflect her **** card. We have resolved this issue. 

   

  Please let us know if you have additional questions or concerns.

   

  Warm Regards,

  
  

  Customer response

  07/14/2024

   
  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

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against T3, a company that sells hair styling tools, regarding their lack of transparency in their return policy and poor customer service.On April 13, 2024, I purchased a hair straightener from T3's website. However, I did not receive an email confirmation for this order, nor did I receive any tracking information for the shipment. Despite the lack of communication from the company, I received the package and decided to try the product. Unfortunately, the hair straightener did not meet my expectations, and I wished to return or exchange the item. When I contacted T3's customer service, they informed me that the purchase was final and non-refundable. This contradicts the information provided during the purchase process, as there was no clear indication that the item could not be returned or exchanged. Furthermore, when I requested the option to exchange the straightener for a more expensive model and pay the difference, my request was met with an unacceptable lack of response from the customer service team.As a consumer who spent over $100 on this product, I expected a higher level of transparency and customer service from T3. It is unacceptable for a company to fail to provide proof of their return policy during the purchase process and then refuse to accommodate reasonable requests for returns or exchanges. I kindly request your assistance in resolving this matter with T3. It is my hope that they will acknowledge their shortcomings in this situation and either provide a refund or allow me to exchange the product for one that better meets my needs.Thank you for your attention to this matter

  Business response

  06/03/2024

  Our records indicate that the customer's email was escalated to the ** Manager who did get the approval from the warehouse for the return of the order. Once the returned order is received the customers refund will be issued.

   

  Thank you,

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction #1 on 7/12 $172.19 Transaction #2 on 7/17 $164.37 These are not my charges. Ive never ordered anything from this company. Fraudulent

  Business response

  07/21/2023

  For any suspected unauthorized transactions related to T3 Micro, please contact your bank as soon as possible. They will have a process in place for protecting the compromised account and then contacting us directly if needed to arrange reimbursement. Please feel free to contact ********************************** for any additional assistance. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *********** I didnt receive this order and I called their cs and emailed with no response or whatsoever. Id like refund to be issued to original payment method

  Business response

  07/20/2023

  T3 Micro values the feedback of our loyal customers.  Upon further review, our records show that T3 Support is in contact with the customer via email to resolve the issue according to T3 policies and procedures.  Please feel free to contact ********************************** for any additional assistance. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been writing to T3 Micro for the past two weeks to inquire about having a return form emailed to me. I am looking to return the items from order *********** ($316.94) within the 30-day window. I noticed on the website that the instructions are to use the return form included in the box. There was not a return form in the box that was delivered to me. The items I purchased are not final sale items and I want to return them. The return window expires soon, but as I mentioned, I have been trying for two weeks to resolve this issue. I wrote to the company via email twice, via their website form once, and have been on hold via telephone twice with no answer. I left one voice message. If these products were not sold in stores like Ulta, I would think this company is a scam. Thank you so much for your help.

  Business response

  06/15/2023

  T3 Micro values the feedback of our loyal customers.  Upon further review, our records show that the customer received a prepaid return label for order number 22000435659 via email on 6/9/23 and the issue has therefore been resolved on that date accordingly.  Please feel free to contact ********************************** for any further assistance. 

  Customer response

  06/28/2023

   
  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

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a T3 hair dryer for ****** after one year could not get to heat up. Applied for warranty they want me to cut cord send picture with code on it and plan on sending a used hair dryer as a repacment?? I told them if i cut cord i wont be able to dry hair until used one comes in??? And getting a used hair dryer from this company not sanitary at all I I told them please send the new dryer and i will send old one back asap... This warranty is ridiculous i have sent numerous emails and still nothing has been settled.. Thank you

  Business response

  06/12/2023

  T3 Micro values the feedback of our loyal customers and we stand behind the quality of our tools.  Upon further review, our records show that a replacement product was shipped to the customer and the issue has therefore been resolved as per latest emails with the customer on May 31, 2023. Please feel free to contact t3micro.com for any further assistance. 

  Customer response

  06/29/2023

   
  Complaint: 20084511
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered the T3 Volumizing Hot Rollers Luxe in Feb 6, 2021. I tried ordering directly from Ulta but their program would not allow me to enter the expiration date on my credit card. So I placed the order on Amazon. I tried using the rollers the next day and one of the rollers will not heat up. I contacted them to see if I could get a replacement roller. They refused because they said I did not order directly from ****. It is their product but they do not back their product. What I would like to happen is that they replace my one roller. I paid , $156.35 which is more than I would have had to pay if I could have ordered directly from ****.

  Business response

  03/27/2023

  Thanks for reaching out, *******. We're having a little trouble locating your conversation with our Support team, but we're happy to provide some general information in response to your comments. Depending on how you made your purchase on Amazon, it's possible that your rollers came from a third-party reseller. Since we're only able to guarantee the authenticity and functionality of items purchased directly from our authorized retailers, we are occasionally unable to provide warranty coverage for items purchased from a reseller. Feel free to reach back out if you believe this decision was made in error.

  Finally, we also sell replacement rollers on the "Styling Tools" section of our website. If you only need a few extra rollers, this would be a cost-effective way to obtain them.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fake representation (advertised free gift on ******* no gift after submitting order)False leading. Not allowed to make any modification for the product without "final sale" or similar **** on product page, and customer service were not available at the time while customer cannot modify the order.

  Business response

  03/15/2023

  Thanks for reaching out to discuss this case further, ***. From reviewing your order, we can see that the gift wasn't included because your purchase amount didn't meet the required threshold of $150. Additionally, it looks like your purchase was made through our Blowout Sale. Unfortunately, the terms of this sale stated that it cannot be combined with additional discounts or promotions. Finally, regarding your request to update your order after it was placed, our website clarifies that this is not possible, regardless of whether or not our support staff is available at the moment. To provide the fastest delivery times possible, orders are immediately sent to our warehouse for processing once a purchase goes through.

  We're very sorry that we're unable to accommodate either of your requests, but we hope that you can understand our position. If you have any questions about our terms or policies in the future, feel free to visit our website at www.t3micro.com or contact our support team through your preferred channel.

  Customer response

  03/15/2023

   
  Complaint: 19325453
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ****

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 items from the T3 outlet I got confirmation of shipment and when I received my package I was missing 2 items the items I really wanted the curl id and smooth id in graphite at a discounted price with a case! I reached out and they reached back out stating it was sold out. What I think is not ok is I bought it the same day that t3 came out with the outlet page. Those items were still on the page at least 5 days after they launched the outlet store. I did purchase the same two items about 2 weeks before and asked if can just be price matched which they refused. I think its ridiculous that they still had those items stating they were in stock when they weren't. I believe I just got unlucky with not getting all my items, but instead of working with me or issuing me anything like a discount code I get nothing. I really liked T3 but after this I will no longer be purchasing from their site.

  Business response

  03/14/2023

  Thanks for reaching out with your inquiry and we're very sorry about the confusion regarding our inventory numbers at the time of your order. We strive to make sure our website is as updated and accurate as possible, so we regret your experience with this order. Our support management team is reaching out to you via email to discuss this matter further and see whether we're able to reach any kind of compromise, given your situation.

*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. ↩