Hi Hannah,
Thank you for your feedback! We're really sorry to hear the Gel Nail Polish Removal Tool broke during your first use – that's definitely not the quality we expect from our products, and we completely understand how disappointing this must be, especially after investing in the full kit 💕
It sounds incredibly frustrating that the tip fell off while you were removing your gel polish, particularly when you'd already done the prep work to soften it properly. A removal tool should absolutely be able to handle normal use without breaking, and it's unacceptable that this happened on your very first attempt.
We're also sorry to hear that your experience with our support team wasn't helpful – that's not the level of service we strive for, and we know how much more frustrating that must have made an already disappointing situation. Can you please email our customer service team info@gelous.co and we will sort this out for you.
Based on what you've described, this sounds like a defective product that should definitely be replaced. We really appreciate you taking the time to share your experience, as it helps us identify when products aren't meeting our quality standards and ensures we can improve both our products and customer service ✨