Hi [Name Redacted],
I am almost certain, Eva, your designated customer service representative, discussed to you exactly why we are not in any position liable for your refund as we are a different company now — Innovaderma, acquired Leimo/Leimo International Australia just about the end of the quarter last year. That simply means, we do not have your money, nor we can’t return it to begin with.
But nevertheless, Innovaderma placed a policy to bargain whatever liability, including previous MBG (money back) claims from previous customers, that Leimo International Australia had previously. Thus, the 60% money back was offered to you.
I know you are frustrated about this, and we are too as we have to shell out directly from our pockets, and reimburse you for something we didn’t have in the first place. However, we appreciate all the patience you put up and rest assured I will personally raise this to management and get back to you soon.
Thank you.
Kind regards,
------
From: [redacted email]
Sent: Thursday, June 19, 2014 12:54 PM
To: Arman Alburo
Subject: Re: MONEY BACK GUARANTEE CLAIM
Hello,
I hope your company have an answer to me. Either you refund to me as your advertising: ""If you are not satisfied with your results after 12 months of use, we will reimburse your purchase price of the component in the Leimo Personal Hair Laser Kit less the RRP (recommended retail price) for the cost of the hair care products in the starter kit."
I have right to get my full refund, not 60% of the total.
Or I will take the action to the court and get my right under the Australian consumer law. As you know your company already fall to the same matter before " Leimo Australia ordered to refund $3659 after client Mark Deng complains of product failure."
http://m.couriermail.com.au/news/qu...-product-failure/story-e6freoof-1226606978002
And my case is totally the same with the case of Mark Deng. If I going to court, they will apply the case of Mark Deng to me. So either I get my full refund or I will take this matter further.
I hope I can hear from you soon.
[Name Redacted]
--------
On 19 Jun 2014, at 9:13 am, "Arman Alburo" <
[email protected]> wrote:
Hi [Name Redacted],
Good day. Thank you for bringing this to our attention.
I will personally look into this and see what we can do to address your concern. It’s just been busy lately here with all the changes going on.
Please bear with us and I will get back to you regarding this matter.
Thank you,
---
From: [email redacted]
Sent: Wednesday, June 18, 2014 5:49 PM
To: [email protected]
Subject: RE: MONEY BACK GUARANTEE CLAIM
Hi,
From the day I lodge in for refund until now, it's 6 months and I still can't get my refund back.
If your company keep going like that, I may have to take it to the court. From whatever you promise for 12 months money back guarantee, it mean you have responsibility to the customer as what you promise to the website. I don't care who take over the company but your business still keep operating as the same. I asked some advice from lawyer, they said I can take this problem going to court under the Australian consumer law.
So I just asking once again when I can get my refund. Just give me an answer when ? Otherwise I will take it further.
Date: Wed, 14 May 2014 12:36:23 +0800
From:
[email protected]
To: [email redacted]
Subject: RE: MONEY BACK GUARANTEE CLAIM
Hi [Name Redacted],
Good day!
I have not received any update to date.
Your claim has already been validated and we were just waiting for the advise on the date as to when the refund would be released.
I will advise you the moment I will receive the feedback.
Regards,
-----
From: [email redacted]
Sent: Monday, May 12, 2014 9:36 PM
To: [email protected]
Subject: ***SPAM*** RE: MONEY BACK GUARANTEE CLAIM
Hi,
I just wonder how long I have to wait to get my refund?
I already talk to your company about refund my money,
But until now I don't receive anything.
Can you please get my refund as soon as possible
Date: Fri, 7 Feb 2014 09:03:58 +0800
From:
[email protected]
To: [email redacted]
Subject: RE: MONEY BACK GUARANTEE CLAIM
Hello [Name Redacted],
Your Leimo Personal Hair Laser, base and power supply was received on 31 December 2013. Refund process takes at least 3-4 months once laser is received.
I will let you know once I have an update regarding the status of your claim.
Feel free to contact us anytime should you have questions or concerns.
--------
From: [email redacted]
Sent: Friday, February 07, 2014 12:33 AM
To: [email protected]
Subject: RE: MONEY BACK GUARANTEE CLAIM
Hi there,
I send the laser device back with a RAN number. The laser device is still working as normal by the time I send it back to you. But now after 1 months from the day I send the device back. I still don't get my money back. What's happens?
I'm on my holiday at the moment. Feel free to contact me through my email,
Cheers,
[Name Redacted]
Date: Mon, 23 Dec 2013 09:43:11 +0800
From:
[email protected]
To: [email redacted]
Subject: RE: MONEY BACK GUARANTEE CLAIM
Hi [Name Redacted],
How are you?
I tried to call you but only reached your voice mail.
Anyway, kindly post the laser, base and power supply to
PO Box 249 Kallangur QLD 4503 while quoting your Return Authority Number (RAN) [RAN Redacted] on a piece of paper. Please send it via registered post so shipment can easily be traced. Post mark should be within 14 days of the return notice.
Once received, it will then be forwarded to the Repair Team for inspection.
If you have questions or concerns, do not hesitate to reply to this email or call
1800 186 686.
---------
From: [email redacted]
Sent: Sunday, December 22, 2013 10:53 PM
To: [email protected]
Subject: RE: Invoice from Leimo Australia
Hi there,
I was waiting for a while but still not hear anything back from you.
You said you already report to your head office. So I just wonder when I can send a laser device back to you and to which address.
My 1 year will be due by
8 Jan, I hope I can hear from your company soon
Date: Mon, 9 Dec 2013 17:14:36 +0800
From:
[email protected]
To: [email redacted]
Subject: RE: Invoice from Leimo Australia
Hi Lily,
It is unfortunate to hear that you have not seen noticeable results yet. As mentioned before, this is something that requires patience. As a Customer Care Specialist, I speak with roughly 60 to 70 customers a day. To be honest with you, the rate of improvement with this treatment varies from one person to another. There are some who reports good results after using the treatment for 6 to 9 months and there are some who takes over a year.
We are, however, confident that the minimum thing to expect from the program is to keep the hair that one has and prevent it from further losing. If you have been following the routine for almost a year now, there is a great chance that your follicles are just starting to get rejuvenated hence no visible re-growth yet. If the follicles have been dormant for a long time, it also takes time to be rejuvenated; it cannot produce normal hair yet.
Now, with regards to your intent to claim against the Money Back Guarantee; I will be forwarding it together with your record to the Head Office for assessment.
We will be contacting you for any further updates. You may email us back or call
1800 186 686 for any other concerns or questions.
-------- Original Message --------
Subject:
RE: Invoice from Leimo Australia
Date:
Mon, 9 Dec 2013 15:32:17 +1100
From:
[email redacted]
To:
Accounts
<[email protected]>
Hello,
After 11 months using leimo, but my hair is not growth.
So I would like to return the Leimo laser device.
What is the address for me to send back the leimo laser device and get my money back.
I would like to send the leimo device before
8 Jan.
Best Regards,
[Name Redacted]
> From:
[email protected]
> To: [email redacted]
> Subject: Invoice from Leimo Australia
> Date: Wed, 28 Aug 2013 11:46:34 +0800
> Dear Customer :
>
> Hello,
>
> Attached is your Sales Invoice.
> Please call us or reply to this email should you have any questions.
> Thank You.