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8 nov. 2025

Thank you, Amanda!

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Uppdaterad 3 sep. 2025

100% of bad "reviews" are from people we refused to sell to because they were rude or irrationally distrustful. This person was both, *and* he wanted a discount. "Hey can you reassure me you you're not a scammer? Oh and can you gimme some money?"

You tell me you don't believe in our advertised warranty policy, you tell me you don't trust us due to some people on Reddit that libeled us there in revenge for us not wanting to sell to them and in the same breath you have the CHUTZPAH to ask for a discount! We have some respect here, kid. You should cultivate that as well.

I'm interested in human psychology and often notice remarkable aspects in people who we're too afraid to sell to so I just looked you up. You turned yourself into a circus freak, trying to look like a gang member in a South American maximum security prison. I don't think polite, reasonable people do such a thing. It would explain why you behaved so badly.

Svar från Owndoc

26 aug. 2025

Thank you!

Our store as well as nearly all stores in the world aren't shipping at all to the US anymore at the moment due to the postal services needing time to obtain important information for the US gov. to implement an IT solution pertaining the handling of the new tariffs. We're working on being able to offer shipping with using DHL, meanwhile.

Svar från Owndoc

Uppdaterad 7 aug. 2025

Frank here.

I don't think it's immature and unprofessional not to sell an invasive medical instrument to someone unable to read or understand its user manual.

(This is yet another "review" by a customer we refused to sell to, as 100% of them are.)

This person was unable to find something that was very prominently indicated in the first few sentences of the store text of a product. She told us our site was a disorganized mess. I quote in its entirety the reason I told her we don't want to serve her:

"It has nothing to do with blaming. What cartridges come with the device is clearly mentioned at the top of its store description page. People who can't find that and contact us instead will pose too great a burden on our staff but more importantly, they won't bother to read, or won't understand, the user manual and General Dermaneedling Guidelines, which puts them in danger of skin damage and us in danger of them trying to hold us liable for "confusingness". Unprofessional companies, those only interested in money, would still sell invasive medical devices to such customers. We won't. And that you're trying to damage us for us protecting you against yourself shows I made the right judgement call not to sell to you."

As to our site being "busy and confusing": Our site is unlike all other competing sites because we actually provide the buyer with every scrap of honest information instead of trying to slickly funnel them into a sale. That has consequences as to the design, since the store text for our flagship product has a LOT of information so it's divided into paragraphs, bold headings, red text for particularly important information and some people's brains seem not to be able to handle it. Interestingly, they're always Americans. I read many articles that the majority of American university graduates are functionally illiterate! It's hard to convey a large amount of non-trivial information to analphabetics, dear Leeyah! Some people just don't want to bother with reading much, they get confused easily and instead of reading what's written, come to us, telling us how confusing everything is, how amateuristic we are and demand we spoon-feed them everything already easily accessible on our site. Our company and our products are not for them.

Svar från Owndoc

Uppdaterad 22 juli 2025

Edit:

Thank you for providing your order details. You used a different name on your order and also that person never emailed us or filed a support ticket. I just refunded you, since tracking shows our shipment is returning because Posta Italiana claims you provided an incorrect address. Please update the rating on your review, since it is grossly inaccurate and unfair. You never contacted us but we asked you to pick up the parcel at your post office a long time ago - This is what we emailed you:

2025-07-14 22:37:23
Order comment added by Martina (and customer emailed)
Could you please pick up your shipment at the Post Office. They claim your address is incorrect.

14 Jul 2025 11:43
Unsuccessful delivery. Incorrect Address/Will attempt delivery on next working day NA80078

https://parcelsapp.com/en/tracking/RR958402869CZ

Svar från Owndoc

Uppdaterad 19 juli 2025

Thank you!

Svar från Owndoc

Uppdaterad 12 juni 2025

Hi Shadia,

Firstly, my very strong apologies and I've decided to sell to you after all - it seems rather apparent to me now that I was wrong.

I'll explain the situation to you and the reader here. "Helen" apparently refused to provide evidence to TrustPilot that I was rude so her review is gone now.

We have quite some 1-star "reviews" here and 100% of those are fake. They're all from people we denied selling to, for reasons most people would agree to be valid. Our merchandise is legally considered medical instruments for invasive medical treatment and when say Elon Musk wants to buy a Derminator but he clearly will cause skin damage by being unwilling to read or being unable to understand the user manual, he'll sue us all the way to Mars. Other reasons could be extreme rudeness or having a mugshot in "chargeback country" + placing highly suspicious orders that are statistically unlikely and statistically associated with chargebacks, like in your case. We deny less than 1% of customers a sale but that's still a three-figure amount and a small fraction of those come here to make a revenge-"review" with false claims, intended to damage our reputation.

Also Helen's "review" was fake, since I do Support and since six weeks ago I decided to even double-up in being as friendly and polite as I can, as I also was in my initial comms to you when I denied you a sale. My colleague who does 2nd-line Support is the most friendly lady you can imagine. I searched my support tickets and there wasn't a single ticket that could remotely be considered rude or unhelpful. Although, since I'm "autistic" and extremely matter-of-factly, I can still come across as rude when I efficiently and effectively state the required info and perhaps come across as unhelpful when the recipient does not understand that info. But that's never intentional from my side.

Enfin: MINUTES after I denied you the sale and MONTHS after our last "revenge-review", "Helen's" fake 1-star appeared. I am a pioneer in the AI field (2003, proved that Bayesian Learning leads to strong Go-playing, my work and Go-playing software that used my AI R&D was seminal for AlphaGo and lead to ChatGPT. Before my work, Bayesian Learning was considered rather irrelevant to AI and now all LLMs use it). Microsoft published a paper out of their Cambridge R&D team replicating my core algorithm, proving my claims were genuine. Their team lead, Tore Graepel, went on to head the development of AlphaGo and that directly lead to ChatGPT. My understanding of Statistics made me think that it was beyond reasonable doubt that you were "Helen".

So it's was just not *completely* "Paranoia" :-)

Anyway, Shadia - I'll now apologize also in your support ticket and have unblocked you in our store and have set a store credit for you that gives you a free Derminator. Sorry for me bullying you with threats to bring down the most horrific legal measures available! We unfortunately have to crush fake-reviewers and that is my job.

Best regards,
Frank

Svar från Owndoc

16 jan. 2025

Thank you, Bree - hope the replacement arrives soon :-)

Svar från Owndoc

Uppdaterad 12 sep. 2024

As always, another bad review for us refusing to accept a customer. This time, the person told us he refuses to let his browser accept our cookies and he refuses to let us verify that his email address is receiving our emails. He called that a silly thing to ask for. And when we insisted on that, he threatened to damage our reputation. When we kept insisting, he in fact did damage our reputation.

We require your email address to be verified to actually exist and able to receive our emails. Before we started to do that, around 5% of customers (two, three every day) made a typo in their email address or their email provider put for ex. our tracking number email in their SPAM filter.

The result was that every day, a couple of customers contacted us, worried or angry. Why we hadn't shipped yet. Why we refused to reply to their emails to us. Why we don't confirm payments, purchases. Why we didn't send them an invoice. Quite a few ended up doing a chargeback. More than 0.5% chargebacks in a 90-day period and the merchant and its principals risk being placed placed on a worldwide banking blacklist for five years.

The reason you were unable to verify your email is due to your browser's inappropriate security settings, blocking cookies, Javascript etc. Likely due to you, insisting on "Incognito mode", w/o knowing what that actually does. You call yourself "Unknown" in your support tickets. A paranoid person who uses a tool (a computer) w/o knowing how to use it and refusing to learn how.

And your huge ego prevents you from solving your computer problems but instead you whine about our "silly website" and how stupid it is to verify that people's browsers and email addresses work properly. Instead you expect us to accept orders from folks like yourself, so you can abuse us in perpetuity, make unreasonable demands and cause us heaps of stress.

We adhere to the "Fire the most expensive 5% of your customers" adage by not accepting them in the first place!

As to our alleged business phone nr. where you found a lady who also was "looking for a Derminator": We never published our business phone number because we do not have one. Any such purported number is not ours. We do not communicate over the phone and that's yet another reason why we have to make sure you're receiving our emails and that your browser accepts our cookies. (Our store doesn't use sessions but stores everything in cookies, this guarantees 100% customer-data privacy and keeps our server able to remain fast, even under heavy load).

Your entire "account info" does not exist, on our server. Neither does your shopping cart. It's all cookie-based. Meaning, it's all stored on your own machine. We're good about safeguarding customer privacy like that. You may find that "silly". Our account verification procedure does not merely verify we can reach you (a "silly" requirement, according to you) but also verifies that our store actually WORKS with your browser settings. That your browser actually does what browsers are supposed to do (eating cookies).

I really don't think that the above means that one has to "worship the ground I walk on". Intimidated by my life/career history? I really don't think that the above means that I am "sensitive and cry". I even wrote in our latest article: "Our website looks like shit and so do we, nowadays". It's the top-right article on owndoc, Alan. Our principals have very little ego. That's why we used aliases for eighteen years and only very recently published our true names and photos on our About page. We'd preferred to remain in the shadows but folks like yourself were damaging our reputation with: "It's all a giant scam, Sarah Vaughter doesn't exist!".

The sensitive people, "crying" are not me but emotional schoolkids like yourself (Alan Lee from Sheffield, UK, student at the University of Cambridge) who want to buy stuff we make but do not want to enable us to actually sell it to you. Bad reviews won't help - fix your browser & attitude!

Svar från Owndoc

28 aug. 2024

Thank you, Scott!

We actually do leave certain support questions unanswered for legal liability reasons - when it crosses into "unlawful personal medical advice w/o doctor-patient relationship" territory and that's very easy to slide into but we did our best to have a wealth of answers to such questions in articles, guidelines and our old forum.

Svar från Owndoc

Uppdaterad 15 aug. 2024

As always, this is a 1-star review for refusing to ship to a particular location or accepting a customer. We do not ship to 3rd parties bec. the likelihood of the items never ending up in the hands of the payer is much greater in our experience, and the result nearly always is a chargeback. We don't ship to Argentina due to tracked shipments disappearing in the past.

Please show us those "left out" "rude messages". As to "negative review and they doxx you": We always punish ***criminal defamation*** (lying to cause harm) with doxxing. Or legal action, in case of EU residents or people in some other jurisdictions such as Australia. You publish a fake "review" of us, we publish a true review of you as a public defense and documentation for any 3rd party that needs or wants to know.

You emailed me that you refuse to take your lies down and said that unless we refrain from exposing you for criminal defamation, you'll publish a defamatory "review" about our merchandise on YouTube "to put an end to it". That is attempted criminal extortion by making the unlawful threat of criminal defamation, a credible threat bec. you already are guilty of such, on this page. In court, the burden of proof in a libel case lies with the accuser.

We discovered who you are: You never purchased the machine from us but obtained it from a 3rd party. You are Argentinian and live in Argentina. You did live in Lyon. You mention this on your site and your TrustPilot reviews all have "FR" location tags. I found our communications, which I reproduce verbatim:

Name: Francisco Date: 2022-12-05 13:52:57 IP: 200.123.141.246 Argentina

Hello,
I want to check the price for a dermaneedling Derminator 2 device, the site won't let me browse the store because I'm on Argentina and you don't ship to this country.
I don't want to ship the product to this country, I want to ship it to a friend's house in Spain.

Me:

Hi Francisco,
Shipping to a 3rd party is against our T&C, I am sorry.

---

Where's the "extreme hostility"?
That was our entire conversation. I can see that you read my reply. You never said anything else, neither did I. And that is the only support ticket from you. I could be blamed for not pasting our standard-reply, but my reply above can hardly be called "extremely rude". You're just staying with the "These people acre crazy maniacs" narrative bec. that's all you can come up with and when you all claim this, well, where smoke is, is fire, n'est-ce pas?

"We used to ship to all countries, regions, territories, provinces, states, counties and cities in the world and only after repeated severe issues such as tracked mail disappearing or an out-of-proportion fraud percentage or support load for a country we regrettably had to disable certain geographical entities. We gave every country etc. a second chance months or years later, and the current list of supported countries etc. is fully stabilized, which means under no circumstance will we consider an exception, not even temporary.

Please note that it is against our terms and conditions to purchase from us via the services of a mail forwarder or friends or family etc. when the final destination is an unsupported area. Shipping to a 3rd party comes with a much greater risk of having the shipment disappear.

We only sell to people with a permanent residential address in a supported territory, so we`ll also not ship to temporary addresses."

Svar från Owndoc

8 aug. 2024

Thank you, Debbie :-)