My NuMe Nightmare

Hi everyone,

Today, I’m sharing my experience with NuMe, a company that gets quite a bit of buzz on the internet for their hair care products.

I’m going to backtrack a bit for a second. I’ve been using the same Conair hair dryer since before I was in high school. In the past 10 years or so, I’ve never had any problems with it until it started making a weird noise about 2 weeks ago. After 10 years, I can justify getting a new dryer, besides I have a horrifying memory from my middle school years of one of my friends bringing her hair dryer downstairs glowing orange {like the glow of molten metal} and ever since then, I’ve been terrified of any malfunctioning device that could potentially set my hair on fire {especially given my inability to smell smoke}, so I immediately started looking for a new hair dryer.

I’d been looking online and have had my eye on two hair dryers for quite some time now. The Misikko HANAair hair dryer ($194.99 on sale…) and NuMe’s Signature Ionic Dryer ($219 on sale…) Naturally, these were “investment” pieces, and I wasn’t exactly ready to drop $200 on a hair dryer, so I was happy to find a 70% off promo code for NuMe.

And that’s where the nightmare starts…

Upon checking my receipt, I realized the promo code only took off 60% not 70%. I immediately contacted NuMe’s customer support via email explaining the issue. This was the response I received:

Thank you for contacing NuMe. In response to your question, codes are only valid for single use, and are applied to all eligible items in your cart at the time you complete your order. Once used, your code is considered redeemed, and cannot be used again, even if the total amount of your card did not meet the full promotional value of the voucher or coupon you are using.

Basically, they stated that because the code was used, they couldn’t issue me a refund. But wait? Didn’t I order it from you? Weren’t you the company that charged my card? Of course you can issue a refund. I replied explaining this, and got this response:

Thank you for contacting NuMe. Insider70 was an offer that has expired; however, it was extended as a courtesy but with a 60% off instead of a 70% off. We apologize for the inconvenience this may have caused. Please keep in mind that offers are subject to change without notice.

So now they are saying the code was expired, and they gave me the 60% off as a courtesy. Had they just come out and said this with some sort of notice like “This promo code has expired, but we have taken 60% off as a courtesy,” I’d have been satisfied. Instead all I got was an email saying they’d forward my feedback to marketing.

During this ordeal, I actually reached out to them via their Facebook page as well, and they apologized asking me to private message them. I did so promptly, but sadly never received any response.

I wish I could say that was the end of my NuMe nightmare, but it gets worse.

My Signature Ionic Dryer arrived on February 12. I was excited to have a “working” hair dryer that didn’t pose any risk to setting my head on fire at any moment. The dryer comes with 2 concentrator nozzles. Naturally I tested everything out of the box. Hair dryer works – check. Everything is included – check. Concentrators fit – WRONG.

The concentrators did go on the hair dryer, but before I could move the hair dryer to my hair, they’d slipped off the slippery “soft touch finish” and landed on the floor. My first thought was that I must be doing something wrong. Maybe I’m not pushing them on far enough. Maybe they interlock somehow. All my efforts failed, and I contacted support once again.

The same gentleman I’d previously been dealing with responded to my new request, and explained they’d send out replacement concentrators. At this point I was hopeful. This was the first time I felt like NuMe support might not be awful. That hope was shortlived though.

The concentrators arrived fairly quickly. Sadly they also did not fit. These wouldn’t even fit over the nozzle part of the dryer. In fact, they were so small, they fit INSIDE the original nozzles I had received.

I once again contacted support explaining the issue. This was the response I received:

Thank you for contacting NuMe. We apologize that you are having trouble with your Hair Dryer, please be advised that these nozzles were tested prior to being sent and proved to be in working order. We recommend switching out the Hair Dryer as that may be the problem, or we can approve your return for a refund for the purchase price. Please advise

Now this first bit shocked me. I’m not sure which dryer they tested it on, but it certainly wasn’t the one I had (one of the only two models they sell).

At this point, I explained that if the dryer was defective, I would be happy to just to return the dryer and get a refund. While at it, I included this picture in my response to illustrate how well the replacement concentrators fit:

IMG_2874

The next response I got was even better….

Thank you for contacting NuMe. Please be advised that according to these pictures the nozzles you initially recieved were for the Classic Hair Dryer which is why they fell off, the 2nd set of nozzles should work fine with your Signature Hair Dryer; however, as advised we will accept your return, please return all items to :

NuMe Style
7028 Valjean Ave.
Van Nuys Ca 91406

Also, please be advised that we will not send a Pre-Paid Label you must return the items at your cost, please obtain a tracking number when doing so to avoid the item being lost or stolen and to reassure that a refund will be issued.

So now he’s telling me the nozzles I received IN THE BOX originally were the wrong ones. {Wait what?} NuMe ships the Signature Ionic dryer with the concentrators for the WRONG dryer?! The replacements which didn’t even fit were for the right one? And on top of that they expect ME TO PAY to return their defective product?

At this point, I’ve dealt with being overcharged, shipped a faulty product, spent week dealing with customer support, and now I’m being asked to pay for returning a defective product. I do not think that asking for a prepaid shipping label after all that is that much to ask for.

I’ve written back asking to have my issue handled by a supervisor. I fear, however, that this issue will need to be escalated to the Better Business Bureau.

As someone who works in the customer support field, good support is something I really pride companies in, but I’m also fairly lenient when it comes to understanding support is a tough job. You’re faced with policies that may not always be fair to the customer. I want to give this gentleman the benefit of the doubt. However  I really do hope that NuMe changes their support model in the future, and I hope that in writing this, it will save someone the trouble of this potentially happening to them.

I, for one, know I will not be purchasing anything from NuMe again. I will also not be recommending the company to any one who asks me for recommendations. It really is unfortunate considering I had hoped this to be the first purchase of many. As for my hair dryer, I’ve ordered a Conair Infiniti Pro Hair Dryer which was under $35. Lesson learned – more expensive isn’t always better. Hopefully this one works out better than NuMe.

Update: I’m not sure what happened – whether it was my Facebook posts, tweet, this blog post, or just NuMe realizing the error in their ways, but they did agree to send me a shipping label. They claim they are shipping one [the label] again, which is news to me because they haven’t shipped one before. I’m also not sure why they wouldn’t just email one to print out, but in any event, I’m hopeful that this will be the beginning to getting the issue resolved.

Update 12/9/2014: I’ve been using my Conair Infiniti Pro Hair Dryer for around 8 months now, and I love it. It worked much better than the NuMe dryer and for the price, you just can’t beat it. Plus it’s by far the best looking hair dryer I’ve ever owned. When I pulled it out of the box, I couldn’t help but marvel at the color. It reminded me of a fancy car paint job.

Signature Update

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25 thoughts on “My NuMe Nightmare

  1. Rita says:

    I basically am having the same problem but with a curling wand! The wand is defective and NuMe has asked ME to pay to send it back to them! I’ve explained that it’s defective but they refuse to ship me out another one or send me a pre paid label.

  2. Kasey says:

    Hello, I happen to have the signature. So far so good. I do agree their customer service is HORRID. That being said, I went to use mine to find that one of my children had knocked it off the counter, causing one of the mounting screws on the inside to break lose. 😦 Im looking for any broken signature dryer so I can replace the shell. If you still have yours or know where I may be able to find one, please let me know. Thanks!

  3. Shay says:

    Oh my gosh! I feel so dumb for not looking into this website and their company before I purchased! I just ordered the Magic wand (32mm) 2 days ago and I haven’t received a tracking number yet … Should I be concerned? I’m so worried now and if this is right, I just wasted $55. And worse, the shipping to Hawaii was $20!!! I will certainly not pay shipping to send it back … I just hope that IF it even comes in, it’ll be good. If it isn’t, I might as well keep it instead of pay MORE money to get it off my hands … *feels sick inside*

    • Pa says:

      😦 I just did the same, with the same product. Wish I had read this all first before ordering, but ordered right away because I’ve used it before (my auntie had one and I loved it). The other day, I bought hair extensions that were shipped internationally and it arrived in four days. Its now been four days since I received an email from Nume saying my order has been placed, with my money out of my bank, but nothing. I’m really disappointed at this point. Really hoping they come in, and fast, as I wanted them for my birthday this Friday.

    • Rebecca says:

      Did you end up getting your order? I just placed an order 2 days ago and I’m wondering if I’ll have a similar problem.

      • Andrea @ accordingtoandrea.com says:

        My order came on time, but as you can see in the post, what I received was not a functional product. I spent a good deal of time fighting with NuMe to get them to refund my order and eventually settled on a Conair dryer which is still going strong.

  4. Elea says:

    so glad i found this before I purchased the Lustrum!!! I live in Australia, and any sort of self-managed return system would have been horrid! I thought I had come across a really fantastic new (to me) brand! so glad I ventured passed beauty youtubers..

  5. lacemountains says:

    I just ordered the Titan3 to be shipped to Australia, before seeing this, please wish me luck!!! And luck with the voltage issue!! Hopefully it doesn’t blow! I’ve already accepted the need for an adaptor for the plug shape. Let’s hope I didn’t just chuck 130AU down the drain!

  6. Patty says:

    I bought my daughter an Octowand for Christmas. It worked 2 hours and then, no power. I have tried calling, but they never answer (just put on hold and told I am ‘in the queue’ but then they hang up on me. I have tried emailing, but they respond with a canned email reply that has to do with shipping and not my issue. It then says it has closed the ticket, but if this did not help reply with ‘Yes’. So i do, then I get another ticket number and then another canned email. Vicious cycle. I logged a complaint with the Better Business Bureau, but I am sure nothing will come of it. I feel so bad for my daughter.

  7. Jean says:

    I just received the titan 3 and my hair doesn’t even hold the curl. It’s not even a curl that comes out, more of a kink. and I cant return it either since I used a coupon. What a jip!

  8. Patti says:

    I just last night ordered their Silhouette flat iron and their 25mm classic wand at what I believed to be an amazing price (their site says retail price is $139 for each one making my total $278 and I paid $59 total with free shipping). I received my order confirmation email immediately and got my shipping confirmation with USPS tracking number first thing this morning. After reading your blog post and all the comments though I’m concerned about the actual quality of my products when they do arrive. I hope I don’t have any of the issues that any of you did because I’m quite excited about trying these out. I’m sorry to hear that all of you had issues and hope that you all managed to have them fixed to your satisfaction.

    • Andrea @ accordingtoandrea.com says:

      Hi Patti,

      Thanks for stopping by. Hopefully you won’t have any of the issues I had. I can say I’m still quite happy with the much cheaper Conair dryer I purchased, so at this point I just have my fingers crossed that NuMe has improved since my experience. Best of luck.

    • Andrea says:

      Hi Stephanie,

      This is unfortunate, but not all that surprising for Nume. Hopefully it’s not an effort to erase their ongoing customer support problems. It’s shocking to see this is still happening to people this long after I had my issue with them. Hopefully they get their act together at some point.

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