Bad customer service
I purchased the tray about a year ago and I do love it. Unfortunately, the protective cover I just got it recently and has been a complete disappointment. It doesn’t fit securely at all, so when cutting hair, small hairs constantly get underneath it. I end up having to remove and clean it every single time, which completely defeats the purpose and creates more work instead of less.
I’m not sure if mine is defective, but I sent a video to customer service and went back and forth through multiple emails. It was a frustrating and time-consuming process that led nowhere. In the end, they simply sent me their return policy—despite the fact that the issue is clearly with the product not working as intended. There was no effort to replace it or make things right.
For something at this price point, both the product performance and customer service are unacceptable. I expected much better. Based on this experience, I would not purchase from this company again or recommend them to others.
Antwoord van Frizo Pro
Dear Maritza,
Thank you for taking the time to share your feedback. We’re glad to hear that you’ve enjoyed using the tray over the past year, and we’re truly sorry that the protective cover did not meet your expectations.
We want to assure you that we made every effort to help and resolve the issue. Our team spent significant time reviewing your video, exchanging emails, and exploring possible solutions. Cases like this are extremely rare—most of our customers find the protective cover very useful, often ordering additional covers, which we take as a sign that the product works well and is valued.
We also tried to clarify during our correspondence that the cover is intended mainly to protect the tray top from stains and everyday use — not specifically from hair, which was the main concern in your case. The product description on our website notes that the cover “provides reliable protection against color, spills, and daily wear,” but does not claim to prevent hair from getting underneath.
We’ve always strived to be polite, responsive, and willing to help throughout our communication, and we regret that in this instance the product did not match your particular needs. Your feedback is valuable, and we will continue to use it to improve our products and communications.
Warm regards,
FrizoPro Team
