How Global Electrolysis Supply denies refunds Once a company like  Global
Electrolysis Supply has duped you with their sales pitch,
you are going to have a very difficult time getting back any money
from them. They are very experienced in foiling your attempts
to get your money back. Here's how they'll do it.
-
Delayed responses to run out your 90-day time limit
-
Impossible to follow packing directions that must be followed
to the letter
-
Denial of refund based on #2, with option for partial refund
-
Denial of partial refund after additional complaints about
their policies
For those of you who want a preview of how your attempt to get
a refund from Global Electrolysis Supply will probably go, just
check out this correspondence from Darren, a dissatisfied Global
customer who contacted me on 10 October 2002:
Thanks for creating such an informative and helpful website.
I wish I came across it before I bought anything from Global
Electrolysis Supply. I returned a product that I had bought
from them and instead of receiving a full refund, which is what
I expected, I received a denial of refund notice. They said
I could receive a "partial refund" if I mailed in
a written request to the following address:
429 Danforth Avenue Suite 403 Toronto, ON M4K 1P1 Canada
It is a different Canadian address than that given in your
website; maybe it is new. Hope it helps!
I got a follow-up the next day:
Andrea,
Thanks for responding to my email so quickly, unlike Global,
if they respond at all! When the package arrived(via FedEx),
I simply opened it, examined its contents, and checked the instruments
inside to see if they were operational. That is when I discovered
that a piece did not fit into another piece it should fit into.
I carefully packed the contents back in the box just like the
way it was sent to me, and the next day, out of frustration,
I mailed the package back to Global. I was not concerned since
there was a 90 day Unconditional Return Privilege on all their
items.
More than a month later, instead of a refund, I received in
the mail a typed letter which said that Global had denied my
request for a refund based on the fact that I did not return
the package according to their specifications(a new box to mail
the package back, in addition to new packing material, and all
opened instruments must be sealed in plastic containers). I
was given the option of sending additional money to have it
mailed back to me or I could send them a written request for
a "partial refund" to the same Canadian address where
the original letter was mailed.
Sorry, I discarded the postmarked envelope, but it did have
the same above Canadian address on it. I was not given any additional
new name or addresses that you don't have in your hairfacts
website. I will file a complaint with the FTC like you recommended,
I don't know if they can do anything. I do think that I shouldn't
send them a written request for a "partial refund"
at the moment, that seems like just what they want me to do!
-Darren
Then, six weeks later, on 22 November 2002, Darren forwarded
the following:
Andrea,
I am forwarding an email I got today from Global in response
to an email I sent them referring to your consumer-helpful website.
I hope you don't mind. After all, you mentioned in your website:
"Another way to help support this type of activism after
you donate is to tell others about hairfacts. Mention it on
bulletin boards, websites, newsgroups, in chatrooms, email,
etc"
I don't think it was at all a hostile email and I don't think
I have ever done anything hostile towards Global, except for
complaints to FTC, BBB, etc. I take offense to this; I have
always been a gentle man and a decent human being. They even
said that I was a "disturbed person."
From: "Global Administration" <admin@global-electrolysis-supply.com>
Reply-To: <admin@global-electrolysis-supply.com>
Date: Fri, 22 Nov 2002 18:53:52 +0000
To: <--@--.net>
Subject: Re: comment?
Dear Darren,
After reviewing the hostile emails sent by you due to the
denial of your refund, we have concluded that you are a hostile
customer and have placed your file in our hostile customer
list.
The company will no longer accept emails, calls, or letters
from you.
You were given the chance to dispute the denial decision
with the provided re-evaluation letter and to cooperate with
us for resolution.
If you choose to contact the company in any form, you will
be reported to our attorney as a hostile customer and further
legal action will be taken.
We regret that it has come to this conclusion, but we will
not tolerate abuse of any kind toward this company or its
staff.
In response to the website of hairfacts.com, the comments
on that site are defined as "cybersmear".
Cybersmear is a very serious problem online. Just about every
company has some 'disturbed person' (such as yourself) on
a crusade against them.
The slander is not true. Please see what a real Doctor has
to say (not a malicious transvestite who thinks he/she knows
everything about something he has no real experience with).
http://www.truehairfacts.com/
Just look at what one simple search in Yahoo turns up for
'cybersmear'
Global Electrolysis Supply
[references to irrelevant materials removed]
---------- Original Message ----------------------------------
From: --@--.net (Darren)
Date: Fri, 22 Nov 2002 11:08:24 -0600 (CST)
"Global Electrolysis Supply
This disreputable company markets extensively on the web
and through a mail-order catalog. Their slogan, "the
most respected name in epilation cosmetology," couldn't
be much further from the truth. Global Electrolysis Supply
should be avoided by all consumers."
Taken from www.hairfacts.com. Your fraudulent company is
featured, but I am sure you already know this!
I wrote back that day:
Hi Darren--
Thanks for forwarding that message! It's unintentionally quite
humorous. May I put it up on my site (with your name and email
address removed)?
These guys are pretty clueless about legal matters-- they seem
to cobble most of their information together from television
shows or something. "Cybersmear" is a term used to
describe libellous comments online, often made anonymously.
My information is all completely factual, so although it does
defame them, it is completely legal. The First Amendment provides
me the right to say anything truthful, even if it runs them
out of business. Threats of legal action like this became so
common among unethical companies that they have their own name:
SLAPP suits. This stands for strategic lawsuits against public
participation. Many states have laws against this sort of lawsuit.
In fact, I'd love for these guys to try to sue me. I would give
them a very good lesson in how the law works.
This so-called "hostile customer list" and threats
of lawyers are their way of trying to make you go away without
paying you. You should forward the new information to the Better
Business Bureau and other agencies.
They are out to make money, pure and simple, so they are going
to do whatever they can to avoid paying you a dime. If you do
not consider this matter resolved to your satisfaction, the
BBB can help you negotiate. I very seriously doubt you will
ever get any money from them unless they are coerced by the
BBB or some other entity.
I'm sorry you have to deal with these people calling you names
and threatening you. They have absolutely no legal recourse
against you. You are the one who has been wronged.
Thanks again for the email, and let me know if it's OK to put
it up anonymously.
Take care,
Andrea
Darren is the kind of consumer I admire, who stands up for his
rights when he’s been ripped off. Below is the response he
got from the Better Business bureau, indicating the company was
not operating from the Vancouver drop box any more.
Andrea,
I am forwarding an email I received from the Canadian BBB in
Vancouver. It could give some additional information concerning
Global's true location. Hairfacts claims that their phone number,
1-800-325-8656, is a northern Ohio number, but this Ms. Chue
determined it was specifically in Toledo, Ohio. You may already
know this, but it is the first time I heard of Toledo.
Also, did you see where the Vancouver address has "moved".
This is the same address listed in the BBB's business registry
data base. Ms. Chue has been very helpful in my case, even though
she is in Canada. She said that the BBB has no legal authority
over businesses(I figured that) and that the power lies with
the government. Do you know exactly what she means by that?
-Darren
Darren sent me a letter from Rita Chue with the Vancouver Better
Business Bureau, which I included with her contact information.
Ms. Chue has since asked me to remove that letter, and has supplied
the following information to me.
Global does not have a physical address in Vancouver. The only
way the BBB was able to reach them was by faxing to (410) 710-4577.
Their response came via fax from that same number so we are under
the assumption that they may have an office in Toledo, OH. When
the BBB questioned the company, they said that they operate out
of London, UK. They stated that they did not have offices in the
US or Canada. They will not provide any information regarding
its principals. A search through the Registrar of Companies did
not yield any results.
As you can see, this company is quite evasive. They have an unsatisfactory
rating with the BBB due to several unanswered complaints over
the past 3 years.
The BBB's suggestions for consumers are as follows:
1) Check the company's reliability report with the BBB before
initiating any transactions. They can go to: www.bbb.org
2) Always try to pay by using a credit card. That way, if there
are any problems, they can contact their credit card company and
request a chargeback for non-delivery of product. To read more
on this subject, please click on the link below:
http://www.bbbvan.org/tips/tip.cfm?group_id=2666
3) American consumers should contact the FTC if they have had
problems with this company. Their toll free number is: (877) 382-4357.
This company is currently listed as out of business.
Conclusion
An ounce of prevention is worth a pound of cure. Once these people
have your money, you will have a very hard time getting it back.
Better to avoid disreputable companies like Global Electrolysis
Supply altogether.
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