Carol Cole Company
Reviews and Complaints

On Nov 30, 2022, I placed an order for a device for $184.00. I haven't been getting any communication from the company about my order, except for when they give me wrong information about the shipping already happening or being in progress. It was supposed to be shipped 2-3 days after I bought it. Nobody is responding.

I bought the NuFace Trinity from *** Skincare in Beverly Hills for $449.00 two weeks ago. The on/off button stopped working recently, and I tried to reach customer service, but they are not available. They ask you to send an email, and then they respond robotically saying that the warranty is only for one year. I noticed that there are many identical complaints online.

I bought a NuFACE Mini Facial Toning Device from the NuFACE website www.mynuface.com on November 28. The order number is ***. But, because of stuff happening in my life, I couldn't open and use the device until July 2022. Starting from December 2022, I noticed that the device doesn't hold charge like it used to. At first, I used it 5 days a week for about 5 minutes each time, and I only had to charge it once a month. But in December, when I only used it 3 times a week for 5 minutes each, I had to charge it every 2 weeks. Now, I have to charge it every week. I read the manual, and it says, "For good battery life, charge your Mini Device when the low battery indicator starts (low tone beep). But my device doesn't do that at all. So, my device is already messed up. The manual also says that it's okay to charge the device only when the battery completely drains, as long as I do a full 12-hour charge cycle before using it. Since I've only used the device for about 6 months, and even if we consider the purchase date of November , the device should still be working fine for more than 2 years (implied warranty). This is considering how much I paid for it (original price of $180, but I got it for $135 on sale). I contacted NuFACE, and they said my device is no longer under warranty. They only offered me a 20% discount to buy another $245 device. But that's not fair because the first device I bought should last longer than the time I used it. I want the company to either fix or replace my device.

On February 14, 2023, I bought the Trinity+ from the Carol Cole Company Inc's website, MyNuFace.com, for $495. They claim to have a 60-day return and refund policy if customers are not satisfied with their purchase. To return the product, customers need to email a return inquiry/request to the company along with proof of purchase and the product's serial number. The company then decides whether to approve or deny the return request. If approved, customers can send the product back and supposedly receive a refund. I've sent three return requests via email but haven't received any response. I've also messaged them on their *** page, but no one has replied. I've called their customer service phone number (***) multiple times over the past week, but no one ever answers. The reason I trusted this website was because I read about their product in Vogue and Allure magazines, which are reputable sources. I thought this company was trustworthy. However, I've come across several complaints from customers who couldn't get anyone to answer their calls or respond to their emails. Spending $495 on a product is a significant amount of money. I would greatly appreciate any assistance in resolving this issue. Thank you for helping consumers. I've attached proof of purchase, my two most recent emails to the company, and my FB message. Unfortunately, I don't have a copy of my original return inquiry as I submitted it directly on their website. I didn't receive a confirmation email for that. Thank you once again!