Customer service was lovely and helpful and I received my replacement in a week. Will say, I was able to dispute the charge with my credit card and I let Nuface know. My original purchase died after less than 4 months -so disappointing. Sephora where I bought it was NO HELP! Told me to go to the manufacturer. But I live in Canada and the website said they don't assist international customers. However, when I called they were most helpful and kind and attentive and got things moving as I mentioned above. I was sorry to read all these unhappy reviews. If I had seen trustpilot first, I probably would not have bought the product. Not sure if I am or am not seeing improvement. The day you use it, you can see some changes. So good if you are going out for a night on the town. It does concern me that there are so many refurbished devices on the website. They must be the returns. Also the fact you can't add a new battery. I too am concerned about the environment and not able to change a battery is not acceptable. Hoping this new one I received does not bite the biscuit. However, I am thinking based on my recent experience, Nuface may be learning a few things and good on them for refurbishing the products. That helps reduce waste. As this product is expensive, one does assume a better product. So, I charged my new one and gave it a whirl and day one, it is in working order. So far.