Helen of Troy Ltd

We bought a Dryer brush from Hot Tools in Dec. The brush's bristles are falling out and the plastic bristles are all bent. I contacted Helen of Troy and initially they just asked for the model number, 4 digit code and photos of the damaged brush. I emailed them to follow up after I sent them this info. Now they are asking us to unplug the tool (which it is) and then cut the cord off! Why on earth would they need that? So we can't use the tool at all in the meantime?

I received a heating pad from this company as a gift and could not wait to use it. I plugged it in and put it on high and it did not work. I then went to the manual to make sure I did not do something wrong and in the directions it states if the light flashes then unplug for a few seconds and re plug in and it will work. This apparently is a problem with this model and the company is so aware of it, the manual tells you how to correct the problem. This worked one time and then it happened every time I tried to use it. The problem was unplugging it and re plugging it in did not fix the problem. The heating pad just would not heat up at all in high mode. The manual said not to bring the item back to the store but to contact them directly and they would fix the issue. Since this was a gift I really wanted to fix the problem myself, so I contacted the customer service myself. After many emails back and forth, the customer service guy, Peter, said to mail the heating pad back at MY cost and they would replace the heating pad. I told Peter that the item never worked out of the box and why should I have to pay shipping for an item that never worked? Peter said the company does not pay for warranty items. I said this was not just a warranty fix, the product never worked from the beginning. The company said not to return it to the store but to contact them, which I did. But I will not pay to return a brand new item that never worked. He said he would make a note of my complaint and that was it. I told him I was going to tell everyone I could to never buy a KAZ, Helen of Troy, product again