KISS USA

Bought the brush same day we were to blow dry my sisters hair. Red by KISS states that the brush is heat resistant.

This is what is on the packaging and what is advertised and with that we used a blow dryer that we were already using on my sisters hair. The minute we used the brush to blow dry my sisters hair turned white and burnt off and the bristles were bent. All the hair that was caught in the brush stayed in the brush and her hair was burnt off at the point where the brush and blow dryer made contact with her hair in between. I had never seen anything like this and moments before when we were using the same exact blow drying and a different brush we had no issues.

I was totally shocked and get so bad for my sister. I instantly tried to make it right by contacting customer service and calling so that everything was consistent and we isnt waste anytime. They told me to fill out a form and asked me how much money I wanted from them/how they could rectify the situation. Red flag number one because why are you asking me.

Then I looked up how much PRP treatments costed in my area sent them a screenshot of the price and was transferred to the insurance company and told to contact the insurance. Jacqueline at Travelers Insurance was assigned to my case and obviously she was acting in the interest of the KISS company so her questioning was very pointed and disingenuous but all we could was tell the truth because I knew our intentions were good. Ive literally never seen anything like this happen ever. Three weeks go by and no contact.

I call. No answer so I left a voicemail asking for an update and hinting that this is a concerning way to handle business given the sensitive and physical wellbeing aspect of the case. I didnt want any of the stress and bad karma associated with hiring a personal injury lawyer and go down that route. Weeks later I get a voicemail from Jacqueline stating they did an investigation.

Who did an investigation? And with what brush and what serial number? Because the brush and the burnt off hair tangled in it has been in a ziplock since August. This is the end of October shes saying that theyre denying my claim that the brush produced heat.

Never is any of the 2 recorded calls and maybe 2 voicemail I left did I claim that the brush produced heat and therefore burnt my sisters hair. I said this brush is not heat resistant or does not specify at what heat the brush can withstand. There is no note on the package that specifically instructs the user to use the brush in a particular way or under certain circumstances. Very vague and what ended up happening was the brush turned out to be not heat Reid tent at a reasonable degree which was very unfortunate for my sister.

I was totally shocked and defeated by this deliberate misinterpreted and shut down. She ended the voicemail saying I can call back with any concerns. When I mustered up the courage to call back and clear up some of the verbiage she claimed I used, I was sent to voicemail. No urgency to return my call at all.

No email with correspondence and a record of the investigation, denial, me claim. Nothing. (Today, Jacquline said they sent mail but unless they can show me at postmark, we either over looked it or it was not sent.) The holidays go by. Monday people return to work.

Today I call and Jaqueline picks up. Once again all my questions about how and who is proving the material is not not heat resistant without testing the brush, sending the material report on my specific brush. Determine where the bristles look melted in the picture I took of the brush the day the incident happened. Shes saying shes an expert or well trained in this but Im insisting that whether the insurance agent is an expert in this or has been doing this for years and the fact that there has been no other reports has no relevance to our experience and the brush we used.

Totally totally unfortunate situation and really insensitive on behalf of Travelers Insurance and Red by KISS.

I have more pictures and all the emails and call logs. Im getting errors when I upload certain pictures but I definitely need to get the word out.