UPDATE #1: After I wrote my initial review below on 2/17, I received an automated refund e-mail from Prima on the same day, 2/17. No e-mail follow-up whatsoever. The refund was a partial refund and did not include the original shipping charges + tax, though the merchandise clearly arrived broken. I e-mailed the company regarding this discrepancy on 2/17 and, of course, I did not receive a response.
UPDATE #2: On 2/18, I received a voicemail from the CEO providing his cell number. I texted him back, asking if he could please e-mail me since I'm about 2 weeks out from having a baby + work + three other little kids. Phone calls without a child yelling in the background are incredibly difficult. He said: "I need to resolve this over the phone" and "We need to address your claims online. I'd appreciate a phone call so this does not escalate further." Instead of an apology for what happened and the poor manner in which it was handled, I received the vaguely threatening statement above.
UPDATE #3: On 2/19, I received another automated refund confirmation e-mail from Prima for the shipping charges + tax. No e-mail follow-up.
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On Jan. 31, I placed an order with Prima for their Gua Sha Jade Stone. When it arrived on Feb. 6 and I took it out of the box, not knowing that it was cracked, I cut my hand on it and spent the better part of my evening (8 months pregnant) in the ER receiving sutures.
I reached out to the company that night on Feb. 6 to let them know what happened. On Feb. 10, I received a response from Rebecca. She made no mention of the injury to my hand, offered no apology for what happened to me, and could not even be bothered to simply ask if I was okay. In her e-mail, however, she did offer me a replacement or an order refund and asked me send her photos of the broken Gua Sha Jade Stone, knowing that I had already hurt my hand on the broken item, instead of simply providing a return shipping label.
Reluctantly, I sent the requested photos within 20 minutes of her e-mail on Feb. 10, requested the offered refund, and also let her know how disappointed I was that she couldn't even find the time to ask if I was okay. And, then, I was completely ghosted. Prima will not respond to my e-mails, though I receive automated e-mails with each e-mail I send confirming they have received them. They have deleted my comment from social media without responding and promptly blocked me from their Instagram page instead of addressing my complaint.
Prima offered me a refund in writing and has failed to provide it, and has now seemingly cut off the lines of communication.
More than anything, however, it is clear that this company does not care about the wellbeing of its customers—or, at least, mine. I would caution anyone before ordering from them.
