MINI+ Smart Petite Facial Toning Routine Set $360 Value

Let me start by saying, I rarely do reviews. In this instance though, I feel it is necessary. This was my first purchase from Nordstrom, and to be honest I expected much more from a high-end department store. Especially when spending almost $300. I waited over a week to receive my order. Inside the cardboard shipping box was a plastic ziploc bag, which was not closed, and inside that was the Nuface Mini box. To start with, the Nuface box seal had been opened. Then, upon removing the contents of the box I noticed the top to the larger bottle of serum was off. I didn't think too much of it, but when I removed the Nuface Mini from the box it was very clear that this was a used product. The power button was actually black from dirt from it being used. The roller balls had dried serum (or something) dried on them. I was so disgusted by this, that I didn't even look at the other bottle of serum, or the application brush. I immediately put it back in the box to be returned. I was so excited to receive my device and start using it, but I was not about to use this on my face. To put it mildly, I was disappointed and disgusted, and quite frankly appalled that someone would place a used product like that in a box and ship it to someone after they paid almost $300. I don't know what Nordstrom was thinking. I wish I had taken a photo of it, but honestly it didn't occur to me at the time. Now I'm wishing I had so you could see what I received. Now, the return of the product was easy, BUT, I was not given the opportunity to request a replacement. After returning the Nuface Mini, I immediately went online and asked about a replacement. I was told the one I ordered was out of stock, so I asked about a comparable replacement. I was told there wasn't one, and was not given any other options. The tone of the chat conversation was that I was basically out of luck. So, I went online to Nordstrom and lo-and-behold, there was another Nuface MINI set available for purchase, for the same price. The only difference was in the bottles of serum included in the set. Why was I not given the option of that as a replacement? Why was I not given the option of ANY replacement? I have not received an email, a text, or a call from Nordstrom extending an apology or asking if I wanted a replacement or a refund. I know they are a big company, but there should have been some communication addressing the situation. Even Wal-Mart apologizes for a bad shopping experience and asks what can be done to make up for it. As I said, their return process was easy, but bad customer service is unacceptable, from any company. I still want this product, but I don't think I will be ordering it from Nordstrom.