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Svar från Owndoc

Uppdaterad 6 dagar sedan

All 1-star reviews are from people we refused to sell to. Also you do not have a complaint about any of our products, our warranty policy, refunds etc. You, as all all the others, are angry we refused to sell to you. We don't have an "owner" but founders and shareholders. Folks who whine here about me making the decision not to sell to them pretend I'm the sole owner, while in fact I never even got the idea to get into Dermaneedling. And our Director in this country is my business partner - I don't even have ANY power here. I can't even sign agreements. What I can do, however, is to prevent nasty people from messing up our logistics and spoiling our mood. That was indeed my idea. To "fire" the 0.5% of potential customers who'd proven to be an unapologetic, offensive pain in the ass.

We told you the twelve reasons we will not sell to you and refunded your order:

- You provided an incorrect address

- You blamed us for the incorrect address

- You don't read our replies to your support tickets (I can see you still have not read the first ticket reply yet and you said you REFUSE to read it!)

- You do not read or at least do not understand our emails to you

- You kept emailing us instead of using our support system

- You create multiple tickets on the same topic

- You knowingly notified us too late about an incorrect address, when you knew it was too late and the shipment had already been handed over to DHL

- Claiming I take "things personal" instead of addressing the issues I brought up in my extensive reply to your initial support ticket.

- "Not understanding" what you did wrong after I gave you the reasons above. "Not understanding" our store emails and my extensive, repeated explanations.

- Trying to circumvent our block by registering a new account. You were warned that that would result in a perma-block. All you had to do was behave like an adult and we'd let you re-order.

Bonus reason #13:

- You called me a petulant child, instead of apologizing for having put us into a precarious position.

We only do business with the cluster-B disordered when they are willing and able to suppress their anti-social behavior when dealing with us. You were unable and we refuse to absorb further risk, aggravation, costs and inconvenience, dealing with you.

Svar från Owndoc

Uppdaterad 8 aug. 2026

This customer provided an incorrect address (entering Scotland" as her town and more such mistakes) and rudely and threateningly blamed us and more or less hysterically (yes, really) demanded double the merchandise as compensation for our unforgivable negligence. Royal Mail told her the address was so deficient that they couldn't deliver it and she blamed us.

When we showed her proof that the mistake was squarely with her and not with ourselves, causing us very significant financial loss but we refunded her 100% nevertheless, instead of being embarrassed and apologizing, she became even more abusive and denied responsibility and made a veiled threat she'd do her best to damage our company as much as she could in revenge for not groveling for her and bowing to her demands.

I already expected this "review" but of course we don't negotiate with terrorists - and ironically, just as all other 1-star reviews here of us, it's not about a bad product or service but a freakout-revenge for us not wanting to have anything to do with them. Guess what: Even if we'd have zero stars we'd still not deal with aggressive nutcases/wannabe extortionists and other riffraff. Go buy a Chinese buzzer instead. We don't need to be humiliated by a cluster B personality dimwit just to make a few extra bucks. I was polite in our conversation but since you're attacking our reputation here, I (Frank) am not mincing my words anymore.

I saw no other option but to go "No Contact", since that's the only known way to avoid Malignant Narcissists from causing further trouble. No contact means in this case refusing further orders from her. "Disgraceful" applies to her, not to us. We've gracefully handled her mistake that cost us a loss of cost of itl. shipping and packaging plus re-import fees from the UK (outside the EU) by issuing her a full refund. She reacted by calling me names and making this "review". The only disgraceful person here is her.

UPDATE: This person now is piling up FAKE 1-star "reviews" for us! The UK takes criminal defamation very seriously and she's a UK resident and our company is a UK company. Since she either recruited 3rd parties that never had contact with our company to make 1-star "reviews" or even herself is now making multiple fake 1-star "reviews", she is in our my opinion guilty of criminal defamation (with intent to cause millions of GBP in damages). We have a lawyer on retainer, licensed to practice in Scotland, England and Wales.

Svar från Owndoc

Uppdaterad 13 juni 2026

Thank you too!

Nearly all 1-star reviews are from people we declined as customers for rudeness or to protect them against themselves. We have nearly no bad reviews from actual customers.

Svar från Owndoc

4 maj 2026

Thank you, Nat.

Svar från Owndoc

1 maj 2026

Thank you :-)

Nearly all bad "reviews" are from people we refused to sell to due to outrageous behavior or a refusal to abide by our T&C. And the remainder are from people who believe the bad "reviews" of folks, spreading FUD in revenge for us declining them as customers and choose not to buy from us but still feel frustrated about that so they pile up more FUD here like "They are so creepy, look at their weird website, it looks so dated!"..

Svar från Owndoc

Uppdaterad 19 apr. 2026

As nearly always, again a 1-star review from someone who is NOT our customer, never was and clearly does not WANT to be our customer.

The two types of Dr. Pen cartridges that fit the Derminator needle 1.25 mm too shallow so they're borderline useless, since the deepest reachable depth becomes a mere 1.25 mm. The Ultima AS6 does not damage our device but the Dr. Pen M8 cartridges abrade its tip after even one use so that only those cartridges will fit from there onwards and our own cartridges will rotate off. We warn against that in the manual and enclosed leaflet.

Those tariffs and the high cost of shipping are a big problem though, indeed. Better to buy dozens of cartridges upfront and be done with it for the next few years. If you buy 66 cartridges with the device, that's about half a dollar for shipping and tariffs per cartridge.

We of course can't accept email providers that refuse to deliver some of our important emails as SPAM. When customers don't get an invoice with payment confirmation, don't even get an account creation link email, don't receive tracking updates etc. in spite of our dedicated server (no 3rd parties that send emails from it) using all the good practices (DMARC, SPF, DKIM and not sending SPAM, ever) and enjoying many years of good email sending reputation, then there is nothing we can do but not accept emails from that domain.

Our store displayed this message to you:

"We do not accept email addresses from proton.me anymore due to them blocking our legitimate, important emails as SPAM. Please use a more reliable email provider such as hotmail or gmail. Do not forward mail from that address to your proton.me address, since some important ones may get blocked. Please make sure you monitor our emails, or we'll cancel your order in case you do not act on or respond to them."

No "nonsense", no "creepiness", nothing "weird". And as to your insinuation we're a crime gang that lives off installing viruses on people's computers and that the Derminator is just a smokescreen: The hint about disabling browser addons pertains when that software blocks the card fields on the payment page or the full URL to the account verification page. Nothing criminal, just a grizzled IT expert, pre-empting "I don't see a way to pay" and "I can't create an account!" (which we do to verify your email provider doesn't block us and here is no typo in your email address.)

I'm 60 years old and have been running our sites for two decades. Before that I owned rentageek.no in Oslo to help people with all and any computer problems, from setting up printers to repairing laptop motherboards to salvaging data on crashed HDDs to troubleshooting router & WiFi problems. When our site bothers you, it bothers you to prevent you (and ourselves) a potentially much greater bother.

We can't help it that many email providers are unwilling or unable to do "fair and balanced" spam filtering. They reject too many genuine emails as spam - disastrous for an eCommerce merchant. If Google and Microsoft can do it, they have no excuse. They simply don't care.

We accept yahoo.com, aol.com, gmail.com, hotmail.com, bigpond.com, passmail.com, outlook.com, live.com, msn.com, verizon.com, protonmail.com, passinbox.com, posteo.net, ymail.com and many more, as well as any email server you've running on your own website. But indeed we block many common ones also.

icloud.com, mac.com and me.com one day started blocking all our emails, including from existing customers because Liquidweb, from which we rent two dedicated servers, had a customer whose server was spamming. So Apple blocked the entire IP range of all of Liquidweb's 180,000 customers. Countless people and companies couldn't send email to these addresses anymore due to Apple punishing and intimidating Liquidweb.

Absolutely unprofessional, unacceptable sociopathic collective punishment which caused a lot of stress with our customers and ourselves so we will never accept Apple-owned email domains again.

Svar från Owndoc

Uppdaterad 13 apr. 2026

Frank, inventor of the Derminator here. We always replace a malfunctioning Derminator hassle-free after a brief remote troubleshooting session and many of the reviews here confirm that. It's how we became so popular without ever having advertised. We've replaced hundreds of machines under warranty, even a decade after purchase. A display or power switch can fail. But we won't be intimidated into giving away things for no reason. When we have strong doubts and the customer refuses cooperation and instead issues threats and demands, we won't bow to that.

More than 70,000 people have been using the Derminator since 2014 (a relatively low number due to much lower sales, the first six to eight years - we now sell more than 15,000/year) and no more than one in 7,000 reported the same issue. Half of those confirmed that (1) they damaged the tip of the device with 3rd-party cartridges (a Dr. Pen M8 cartridge will do that and can't even needle deep enough on a Derminator). The other half had (2) re-used our own cartridges so often that they became too loose. It's theoretically possible that (3) bad injection molding causes the issue but in that case, our cartridges slide off by themselves at the first use and of course we replace the machine with a new one in that case. IIRC that happened one single time.

But he'd been using his machine for nearly three years and suddenly his cartridges started sliding off. After not having bought cartridges from us for two and a half years, his final purchase for a mere four cartridges. People started to buy Dr. Pen cartridges from their local Amazon to save a lot of money on itl. shipping, Customs fees/import tax and VAT/GST.

This means the cause is either (1) or (2). We have commercial users that used many hundreds of cartridges for years and never had problems - of course not - a softer plastic without sharp edges can't scrape plastic off a harder plastic. But a harder plastic with sharp edges can scrape plastic off a softer plastic.

He refused to order some new cartridges to verify that his issue was due to (2). He demanded we send him cartridges for free. His very first sentences to our Support demanded a replacement machine and enumerated the Swiss law paragraphs that he claimed entitled him to such. He was very certain that our machine broke under warranty. But refused to try a new cartridge to verify the issue was indeed with the machine and not with his old cartridges that he'd re-used for years. He wanted money, immediately. Our machine "broke" and he wanted money or merchandise without any cooperation to find out what caused the issue.

We think his review here might be ruled an act of aggravated criminal defamation - deliberately causing financial damage in revenge for not obtaining a material advantage, in spite of knowing that the defamatory claims are likely false. It's clear that the intention is to cause maximum damage, due to mentioning "inferiority" of our product, which is simply an unsubstantiated kick below the belt and unrelated to his actual warranty claim. We will let legal counsel examine whether his review is actionable, based on our support dialogue, his order history and this (preserved) review as well as expert advice in the field of materials science/engineering. If it is, he can either settle the matter (pay for our initial legal expenses) or we'll sue him for damages, penalties and legal expenses in the UK (our main seat & incorporation), Czech Republic (our tax residency and operation) or Switzerland (residency of the customer). Those are not unwarranted "threats" - those are natural consequences of unlawful actions. If you make defamatory claims in public, the only defense is proving in court that those claims are true. If you can't prove it, you will lose the lawsuit.

Svar från Owndoc

Uppdaterad 2 apr. 2026

Thank you, Catherine.

TrustPilot forbids praising a company's products and with good reason so please remove that praise or else they will remove it and claim we are paying for good reviews. Yes, they did that in the past..

If one reads the bad "reviews", none of them are in fact *reviews* - they're all from people, bitterly complaining how we *refused* them as customers. Refused to sell to them! None are about bad products or service..

Our website is not at all outdated. It *looks* outdated. Merely it's style and design look outdated. The website itself is as least as modern and advanced than any other eCommerce site, including Amazon. We provide a great customer experience, such as the immediate emailing of a detailed invoice and sending SMSes when important tracking status updates happen, detailed breakdown of exactly that import fees to pay to the level of detail of the individual items in the order. Accurate transit time estimation and much, much more technological sophistication. And of course a very responsive customer Support where you *always* at least initially talk to the company founder and inventor of the Derminator. Usually within minutes of opening a support ticket, including at the weekend and on major holidays.

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25 feb. 2026

Thank you, Adam!

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19 jan. 2026

Thank you, Mathieu!

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19 dec. 2025

Thank you, Hyatt!

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29 nov. 2025

Thank you!

Svar från Owndoc

Uppdaterad 15 nov. 2025

Thank you,
Kasper. I agree with everything you said.

I guess you mean by "any minor mistake can become critical later on" that quite a few people damage a needle cartridge by not reading our warning or allow the magnet to fly out (which then often disappears into a hidden dimension")?

I am *extremely* "autistic" (as in a whole building full of doctors spent a week on testing me when I was six - I'm sixty now) and without it, there was no way to have been able for me to develop "Device X that may or may not be the best to do Y". It's one of few things I'm really good at - taking unconventional ideas to fruition, using intense focus and grit. And programming. Our store indeed is confusing for some who're not used to read a lot and are used to the cookie-cutter slick design.

Our store looks decades old but it is rock-solid and technically sometimes even miles ahead of other stores that have big teams behind them. Our store not only emails/SMSes you when your package is about to be delivered but also tells you in advance how many days it will take, based on our past tracking data. It does countless things more, such as fixing the many serious barcode label problems our post office causes. Our store simply generates the barcode labels itself instead of using the ones the post office supplies us with. Our store is so sophisticated that if we'd polish the source code and layout, we could sell it for a seven-figure amount. We wrote our own support ticketing system and accountancy modules and factory JIT-ordering parts system and real-time data-replication to a backup server and so on. That there is no CSS used anywhere looks awfully dated but we're glad that it filters those who care first and foremost about trivial externalities.

So the store "backend" is highly sophisticated and being kept in pristine condition. Its front end is also kept in more-or-less pristine condition but mostly based on what I think "autistic" people would like to see. What I consider essential for a good store. Basically: "Unless you're 'autistic', GET THE @#$%! OUT OF MY STORE!"

(Just kidding ;-)

Really though - it's amazing, the % of our customers are PhDs with jobs in Silicon Valley or in high finance in NYC. Usually in STEM fields or Quant-type positions. Often when I'm curious or doing KYC-type due diligence I notice the person works in Silicon Valley or something like that. We indeed have never advertised but it seems it's disproportionally highly educated folks, spreading the good word. Joe Sixpack just largely ignores the mountains of text everywhere on our site and simply clicks "buy now" :-)

Svar från Owndoc

12 nov. 2025

Thank you, Julie! I hope the replacement arrives soon and when they charge you any import tax, please let us know.