I ordered a Dermalift Ultrasonic Facial Massager which arrived with very poor instructions. After the appliance failed to charge I contacted customer services by email. They asked me to send a video of the appliance highlighting the problem which I did. They then offered a total refund and asked me to contact them if it hadn't arrived within 10 days. I contacted them after 2 weeks as I hadn't been refunded. They promised to initiate a refund 'by hand'. I've waited another 2 weeks and have still not been refunded. The initial email I received was in German so I had to use Google translate, subsequent emails have been in English. I am about to write yet another email to them and will let them know that I've written a review on Trustpilot about their abysmal customer service and faulty product.
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