Complaint Review: Natural Wonder Spa - Chandler AZ

I received a complimentary skin treatment at Natural Wonder Spa where a Eneo Avologi Advance light was used in conjuction with skin care products. I was offered a "once in a lifetime" deal on the device to purchase at that time with several products added to the package to "sweeten" the deal. I asked more than once about the safety profile of the product.  What are the risks? 

I was told more than once that it was totally safe and had been tested by NASA and others.  I asked for written information about research done.  I was provided with a very nice magazine that had some studies listed - mainly a marketing tool. There was a lifetime warranty on the light and I was provided with information on how to have it replaced if needed. 

There is a regimine to follow when using the device so I asked for specific instructions and told the ladies I would be leaving on vacation early the next morning and would start when I got home the next week. I plugged the device in as I was instructed and left on vacation.  There was an instruction manual included inside the packaging of the device that I took with me to learn more about what to expect from this process.  To my disappointment, I found the follow words: "Do not use if you have had skin cancer."  I have been treated for skin cancer on my face near my nose.  I had to have a skin graft in that area. 

I will not be using the Eneo for obvious reasons. As soon as I landed I notified Natural Wonder that I needed to return the device.  I was told that the Skin Specialist Manager would take care of it. The morning after I returned to AZ, I collected the device in the original packaging  (I did not even turn it on) - and the unopened products and returned to Natural Wonder.  They inspected the items, put them back in the bags and told me I would need to call customer service the following day after 10 AM. They told me that all sales were final and that they don't issue refunds there but that if I call customer service they would "expidite" the process.

When I called customer service I was told that all sales are final and that I should have known that since I had made a purchase in the store once before.  They also said that they have information that says their light is "good for skin cancer" and she offered to send me the information - it was after all from NASA.  I told her that I would not be using a device for something that the manufacturer specifically says it should not be used for. 

She told me to send an email detailing my situation and a picture of the receipt and she would submit it.  It would take 12-14 business days to get an answer as to "if" there would be a refund processed.  I asked to speak to the person making that decision.  She said she did not know who would make the decision.  I pushed to find out what the process was and who exactly would be making the decision. There seemed to be some reluctance to give me that information.  I reminded her of the position the company is in promoting this against the manufacturers warning, but she did not seem to be concerned.

I know this complaint is being filed early in the process.  It has not yet been 12-14 days.  However - there is clear promotion of this device against the manufacturers warning.  The cost is significant and I am unable to use the device.  I want to get the word out for people to be aware of this and to get the refund processed. 

Thank you.