We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Lighting Equipment

Kala Therapy Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lighting Equipment.

Complaints

This profile includes complaints for Kala Therapy Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Kala Therapy Inc has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 30 total complaints in the last 3 years.
    • 19 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:14/02/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ****** *** ***** *********** ********* * ******* **** **** ******* **** 1. Date of transaction: November 23, 2024 2. Amount paid: $410.78 3. The item purchased from Kala Therapy Inc. was the Kala Red Light Face Mask. This item is defective and no longer emits red light, as upon purchase. 4. The nature of this dispute rests upon a lack of responsibility demonstrated by Kala Therapy Inc. following purchase of an item that has resulted in defective use without fault of the consumer. Upon presenting this to Kala Therapy Inc., photos and videos have been requested to substantiate the expressed concern but a lack of resolution has occurred. Correspondences with Kala Therapy Inc. have also resulted in statement from Kala Therapy Inc. that "from the video we reviewed, it appears that the LED is still operating normally at 630nm" - this is not possible to determine through a video sent via email. 5. As stated above, Kala Therapy Inc. has not attempted to resolve the problem via repair, replacement, or refund.

      Business Response

      Date: 25/02/2025

      Hi ********,

      Thank you for reaching out, and I sincerely apologize for any frustration this situation has caused.

      I want to confirm that we have processed your refund for this order. If you have not received a refund notification, please check your email (including your spam/junk folder). If you still don’t see it, let us know, and we will be happy to resend the confirmation.

      We truly appreciate your patience, and if you need any further assistance, please don’t hesitate to reach out.

      Best,

      *****

      Customer Answer

      Date: 27/02/2025


      I have reviewed the response made by the business and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:22/01/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a face mask and neck device from Kala which I received on December 17th, 2024. I relied on the 30 day money-back guarantee as shown on their website. I inquired with them via chat on January 13th to find out the deadline for requesting a refund, and Kaylee said January 16th, 2025. I requested the refund via email on January 16th. I have attached a Word document with a screenshot of the page with their guarantee, a screenshot of the purchase particulars, and a screenshot of the last email I received from Kala on January 16th, refusing to honour the guarantee. They had directed me to another web page with fine print excluding the face mask from the guarantee but not the neck device. But the main guarantee page says, "We believe in the quality and effectiveness of our products so much that we offer a 30 day trial period so you can can try it out risk-free." There is no mention of exclusions from the 30 day guarantee. T*** ** ** **** ********** *** ********** I relied on the guarantee as stated on the main guarantee page.

      Business Response

      Date: 27/02/2025

      Hi *****,

      Thank you for reaching out and for sharing your concerns. I sincerely apologize for any confusion regarding our 30-day money-back guarantee. We understand the importance of clear and transparent policies, and I want to assure you that we are currently making changes to improve transparency for our customers—especially regarding products like the Face Mask, Neck Rejuvenator, and PEMF Mat, which come into direct contact with the skin.

      If the mask did not meet your expectations, could you share more details? Was there a specific issue with its functionality, or were you able to open a claim regarding its performance? I want to ensure we address this properly and find the best solution for you.

      I will personally reach out to discuss this further and see how we can assist you. Please let me know if there’s anything else I can do in the meantime.

      Best,

      *****

    • Initial Complaint

      Date:21/01/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of original order was 11/27/2024 order number ***** Shortly after ordering, unexpected financial costs came up and I reached out to cancel my order as online it said it had not been fulfilled. Their AI chat bot said it would be cancelled and refunded. Then it couldn’t be as per their policy. They said the would ship asap and I could initiate refund once received. Which is what I did. I paid for the return (I aired it as well) Sent ****** **** with tracking number ****************. On ****** **** website it shows being delivered Dec 31. I have emailed them several times. I have called the number provided and left voicemail with no response and it’s been 3 weeks and I have not received my refund as promised.

      Business Response

      Date: 25/02/2025

      Hi ******,

      Thank you for reaching out. I sincerely apologize for the delay and any frustration this has caused.

      I wanted to confirm that we processed your refund on February 12, 2025. It’s possible that the refund notification email may have been lost or missed, so we have resent it for your reference. Please check your inbox (and spam/junk folder) to ensure you received it.

      If you still don’t see the refund reflected in your account, please let us know, and we’ll be happy to assist further.


      Thank you for your patience, and let us know if there’s anything else we can do!

      Best,

      Kala Therapy Customer Support

      Customer Answer

      Date: 25/02/2025


      I have reviewed the response made by the business and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:17/12/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a **** mat from Kala on Dec 2 2024. I was charged $1100.00. On Dec 3rd I received a ****** tracking number and the status said “Label Created”. The status has not changed since. I contacted the company on Dec 12 and they said they would open an investigation internally. On Dec 15th they said it was last scanned on Dec 10th and was on the way. They provided an updated tracking link - it was not for me or my package, and contained all of the personal information for the other persons shipment. I reached out again on Dec 15th and it was difficult to convince them that they had not shipped my order. They finally realized their mistake and sent me another updated tracking link which showed the same status “label created”. I asked for them to just create another shipment for me because this is a Christmas gift - they said they could not do that because “it had already shipped”. They said they were opening another investigation. When I asked to speak to someone live instead of via their chat they said I would receive a call - no one has called. Charged $1100 Dec 2nd. Item has not shipped. No updates on where the item is or if it will arrive before Christmas. They charged for shipping insurance as well.

      Customer Answer

      Date: 14/01/2025

      They were terrible to deal with, but they finally did send the item (way too late for Christmas - But it did arrive). We can consider the matter resolved.

      I appreciate your assistance in trying to get a response.

    • Initial Complaint

      Date:02/07/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a product from this business (a red light wand) on May 11, 2024. I never received the item and it was never shipped. I emailed on June 15 and again on June 22 for a refund but I never received one. I still have not received the product or a refund.

      Customer Answer

      Date: 01/08/2024

      I received the requested refund from this company so I would like to close my complaint.

      Thank you,
      ******

    • Initial Complaint

      Date:15/04/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      You can see all the details ** *** ******** ****** in their website, Kala light states that they will give the customer their money back GUARANTEED if they are not happy with their purchase: https://********************************** I reached out via email and via their chat in the website and provided them proof that my light wasn't charging and was defective and it took EVERYTHING for them to finally let me send them the light back and ask for a refund. they said they would give me a refund after they receive the light. They received it and still won't respond to my email and tell me my money's on the way. I am worried I'll never get my money back... I have a video that shows the light isn't working *** ** ******* **** ** ****** ** *** ******** *****. I still have the email correspondence if you need to see it at some point. I always talk to different agents too which doesn't get my case resolved because they always start from the beginning, saying they didn't know and will send that info to another team but they keep saying that every time I reach out!! I just want my money back...

      Customer Answer

      Date: 17/05/2024

      They FINALLY answered me and refunded my money!
      Thank you, you can close this complaint.
      Have a great day,

    • Initial Complaint

      Date:01/08/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered a red light device and stand on December 27, 2022. Received order on March 08, 2023. The stand that I paid an additional $100 for was completely defective, and would not support the weight of the light. The light device (Kala red light pro panel) was also not functioning properly; the red/nir button does not always work, so I cannot turn on the red light function or switch between red/nir options when the button is just not responding. Sometimes it works, other times it works after turning the device on/off several times, and sometimes it just does not work. I have sent videos of both these issues to the company and multiple emails, but they have now been ignoring all communication and i have not heard back from them since April 06, 2023, where they said they were looking into things.

    • Initial Complaint

      Date:14/07/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Jun 13, 2023 ** ************ $316.60 The above transaction was charged by the company. The product did not arrive within 1-2 business day per their email. The product was faulty, the battery didn't work as described, looked as though it had been used. Contacted their support several times and they wouldn't listen or send a replacement/refund. I had to pay out of pocket to send the faulty product back to them. The address that they provided was incorrect as told to me by ****** ***** ***** **** ******* *********** ** ******* They keep ignoring my emails repeating the same information that doesn't help the customer. They say that there is a free 30 day trial, not true as you have to pay for the return shipping. **** *** **** ** ***** ** ****** ***** ** **** **** ** ********** *** ********* ** ** ********

    • Initial Complaint

      Date:20/04/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased their Red Light Mask for $564 on February 28, 2023. on March 1, I received an email that there was a shipment on my order. Oddly, on March 13, I received their "free gift". I was stunned. I contacted them about this and they said they were on back order. After doing my research, I realized the company was ******** people. I told them that I wanted to cancel the order. I explained that I never opened their "gift" and would gladly return it. I then contacted my credit card company and opened a dispute. They sent an email to me acknowledging they received a chargeback notification and DEMANDED their "free gift" back. I told them I had already told them I would. They told me they would reimburse me for the shipping cost. I questioned their sincerity, and they responded "you can trust us". They provided me with their warehouse address in Canada and I sent it back through the post office and provided them with the tracking number, which they acknowledged. I informed "Veronica" that I received confirmation it was delivered, and all I got back over a week ago was that they were still trying to obtain confirmation from their warehouse. Since then, they have gone dark on me, except when you go to their website, it now states that my order was delivered in full. I HAVE NEVER BEEN ******* LIKE THIS BEFORE IN MY LIFE. I have uploaded all the emails with my credit card and hopefully they will see that I was *******.

    • Initial Complaint

      Date:17/04/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 20, 2023, I purchased a red light therapy device from Kalaredlight.com. I spent over $500 on this device and have not received it. When i email the company, i get the same response that they are "checking on my order". My order #**** is still not in my possession.

    Kala Therapy Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.