Complaints

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.

• Initial Complaint

  Date:07/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 3 different orders from this company. Bought with credit card. The first order was never received. They admitted this to me that it never was picked up to be shipped. The second and third order was received but can not be used with out the first order. June 7th, 2025, ($909.77)Order #SW737828 tracking number provided by them DHL #****************************** I have been in contact with this company and sent information to them. If I can't get what I ordered, I'm requesting getting refunded for all orders. I will send back the other order. ** charges from this company $909.77 on 6/7 this is order above complaint due to never received.$244.33 on 6/8 received this order $271.26 on 6/8 received this order I can't log in anymore to see the other orders information.

  Business Response

  Date: 07/11/2025

  We're so sorry to hear of this customer's delivery issues and we completely understand the frustration. Our support team had been in contact with the customer by phone and email and had requested photos of items received so that we could process the replacement for the missing items. Once the photos were received our team promptly processed a replacement order within an hour of receiving the photos, however, the customer was not seeing our responses and opened a complaint. Our team then called the customer to let them know we had responded and already processed a replacement, but the customer was unable to retract the complaint at that time.

  We are happy to report that the replacement order with the missing items was delivered to the customer on July 8th. We always encourage customers to check their spam or promotions folders if they are not seeing a response to their inquiry so that we can resolve any delivery or order issues as quickly as possible. Additionally we have flagged this instance to our fulfillment team to ensure better quality control in packing and shipping going forward. 

• Initial Complaint

  Date:01/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order with Solawave. They are a company that sell Red ************* Beauty devices. The order was a total of $420.93, placed Nov. 28th, 2024, and the standard shipping estimate was between 3-6 business days. Now, knowing that there could be delays due to the shipping season, I allowed for extra time. However, it has been nearly a month with no updates to my order. The website keeps saying that my order is still being processed. I have called the **************** line *************) and have left many voicemails, that no one has followed up on, and sometimes the line with hang up on me before I get to leave a message, or it will ring until it hangs up on its self without an automated message. No one has followed up on any of my emails either. The live chat on the sight also doesnt work. Today, 12/18/2024 at around 10/10:30 I was finally able to chat with an automated person. It gave me no options to assist me, only asked what I needed, but kept telling me the same things. I finally told the automated system I wanted to cancel my order but it told me that the window for cancellation was over. But I never was made aware of any cancellation window before making my purchase or even after, on the order confirmation email. I even asked to have the shipping address changed, since I will be leaving town and it refused, saying that it was too late to request a shipping change! Saying that if the package was not received it will just be Returned To Sender. But Ive ordered more expensive items that were just left at the door when no one answered. I dont want it to be stolen while Im away and then not be able to get a refund because there are no goods to return. I cant reach anyone to request that they ask for a signature! This order is beyond late, I need the option to cancel or redirect shipping and they will not allow it. This could have been avoided with any proper warning of these policies before purchasing.

  Business Response

  Date: 01/13/2025

  We are so sorry about the customers experience. We acknowledge and deeply regret the delays in fulfilling and shipping their order. The overwhelming response to our holiday sale created an unexpected increase in order volume, which temporarily reduced inventory levels and significantly impacted our fulfillment and shipping timelines. While these delays were an unintended outcome of the increased demand, we sincerely regret the inconvenience they caused the customer. 

  Additionally, we apologize for the difficulty encountered when trying to reach our customer support team. The surge in inquiries during this busy period overwhelmed our team, resulting in longer-than-expected wait times, which made it harder to provide the timely updates the customer deserved. This is not the level of service we aim to provide, and we are taking steps to address and close these gaps.

  We also experienced technical issues within our communication channels, which led to inconsistent responses and frustration with the policies surrounding cancellation and address changes. While these policies are in place to streamline the shipping process, we recognize that clearer and consistent communication about these policies upfront and post-purchase, would have helped avoid confusion and frustration. 

  Were happy to report that the customers order was delivered before the holidays. Our team responded to the customer on Dec 18th with an update, the order was shipped on Dec 19th and then delivered on Dec 21. We have followed up with the customer again on Jan 9th to offer further assistance if needed.
  

  
  

• Initial Complaint

  Date:01/06/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 two solawave 4 in 1 wands with serum. They were on sale for Christmas buy one, get one. free. I bought one as a Christmas gift for my best friend and was going to keep the other one. I did receive a ***** package. It included the two serums only. Neither of the wands was included. They charged me the whole amount which was $208.92. I called multiple times but could not get a live person on the phone. I also sent emails and got responses that they received my email and would be in touch but no one has reached out to me. I guess I'm stuck now at the last minute trying to find my friend another gift and will have to go through the hassle of trying to dispute the charge with my credit card company. And I was so excited to try this. My order number was 1KWXW7H

  Business Response

  Date: 01/06/2025

  We sincerely apologize for the delay in responding to the customer's inquiry and for any frustration this may have caused. During our recent holiday sale, we experienced an unprecedented volume of customer inquiries, which exceeded our expectations and temporarily impacted our usual response times. 

  We are happy to report that we did respond to the customer and were able to resolve her issue completely. A replacement order was created and delivered to the customer. The customer confirmed receipt of the replacement package and rated our customer support team 5/5: "Customer service resolved my issue quickly and efficiently. Thank you".

  Customer satisfaction is our top priority, and we are committed to resolving any outstanding issues. We understand the importance of timely communication and deeply regret that we were not able to provide quicker service in this instance. We are taking steps to ensure delays such as this do not happen again in the future. 

  Customer Answer

  Date: 01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They did in fact resend the corrected order after I filed the complaint. I am now closing the complaint. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Solawave uses a tricky tactic to trick their customers into buying their shipping coverage protection. The option was automatically opted in and requires the customer to opt out. It was also not listed as a part of the order, but instead as an additional option with fine print that is not obvious. When noticing the additional coverage, I immediately reached out and their response was that they couldnt refund me because the order has been processed.

  Business Response

  Date: 12/10/2024

  Wed like to thank the customer for sharing feedback about their recent experience with our order coverage service. We sincerely apologize for any confusion this may have caused and appreciate the opportunity to address their concerns.

  At Solawave, transparency is a core value, and we strive to provide clear information to our customers at every step of the checkout process. The shipping coverage protection is not hiddenit is prominently displayed during checkout above the payment option, and is easily removed before completing the purchase. 

  We offer this shipping coverage service because many of our customers value the additional peace of mind it provides, particularly for high-value or essential items. However, we understand that preferences differ, and we aim to make it simple for customers to customize their orders.

  In addition to being clearly displayed above the payment option, the shipping protection coverage is also listed as a separate line item along with the other products in the order summary. We kindly encourage customers to review all order details carefullysuch as address information, line items, applied discounts, payment methods, and shipping preferences, including the order protection coveragebefore completing their purchase to help ensure a smooth and accurate ordering process.

  Regarding the customers refund request, we do apologize for the miscommunication when removal of the coverage was first requested. Since the order had not yet shipped, we were happy to remove and refund the order coverage for the customer the following day.
  

  
  

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2 items from Solawave in July - a red light face mask and red light neck mask. I received a box in July and opened it in September. The order (SW600108) did not have the neck mask but had a cleanser instead that I had not ordered !! The price of the neck mask is $299 (+tax) and I ordered when it was at a discounted price of $223.3 (including tax) . My total payment was $483.65 for the 2 masks. I would like Solawave to send the product ( neck mask) I paid for . Solawave is saying that since the label on the box says 4lb that means they shipped the correct items and that I should file a claim with **** The actual weight I received is 2.77lb as can be seen in the pics. Clearly this is an error in order packaging and Solawave should honor the payment by sending the right product. I got the face mask so why would I lie about receiving 1 less item???

  Business Response

  Date: 10/09/2024

  We are so sorry for this customer's experience in not receiving their full order. As a small business it's very important that our team is able address any fulfillment or delivery issues within days of the customer receiving their order. While we always encourage customers to reach out to us as soon as possible after receiving their order so that we can resolve any issues quickly, we are happy to report that we were able to work directly with the customer and provide the missing item two months after the original delivery. We hope our customer truly enjoys their ********************** products and our team is ready to provide any further assistance if needed.

• Initial Complaint

  Date:04/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Solawave red light therapy wand from an APP called FLIP back in January. The first device I received wouldnt charge properly so I reached out to FLIP and they immediately sent me a new one. A month later I started having the same issues with the second device. I reached out to FLIP and they stated that because they initially replaced the first device and it was out of the return window, there was nothing that they could do. I have TWO devices that dont work and am out ******! **** suggested that I needed to reach out to the company, which Ive attempted to do NUMEROUS times now, and have not received ANY RESPONSE from the company called Solawave. I have both devices with original packaging and all materials and just want to return said devices and get my money back!!!!!!!!!

  Business Response

  Date: 05/06/2023

  We are truly sorry for this customer's experience. We first received a message from the customer via our direct support email on 4/15. In this message, the customer noted she had reached out multiple times. We were not able to locate any previous messages, however, so we began an internal investigation.

  We discovered the customer reached out via our website contact form, which we learned was not functioning properly. The delayed response from our team was an unfortunate situation due to a reason of which we were unaware. We greatly appreciate the customer alerting ** to this issue and we have worked with our web team to fix it. We have also responded to the customer directly to provide a resolution, which the customer has agreed to. 

  
  

  Customer Answer

  Date: 05/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 four skincare devices during a Black Friday promotional sale. On December 9, I received three of the four devices and immediately reached out the customer service email regarding the fourth. I later realized there was a form on their website to report problems so I did that as well. To date I have received no response regarding my missing item. I would be grateful for help with reaching someone to resolve this.
  

  Business Response

  Date: 02/01/2023

  Business Response /* (1000, 5, 2023/01/23) */
  At the time we were notified of this case, the customer's inquiry had already been responded to and a replacement order had been sent.
  
  Although we attempted to notify customers of the delay via our Help Center and auto replies, we are truly sorry for the delay the customer experienced in getting a resolution for the missing item in a timely manner.
  
  We have emailed a separate apology to the customer and hope they are satisfied with the resolution provided.
  
  
  Consumer Response /* (2000, 7, 2023/01/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company sent a different wand than I had ordered via regular mail and later issued a refund for one wand. This was an acceptable response-I never got the item I ordered, but I also didn't have to pay for it. The replacement wand arrived 1/3. On 1/12 they requested that I ask for the BBB complaint to be removed and provided detailed directions to do so. I declined- it's important that potential customers know how they treat customers, including requesting that complaints be hidden. Thank you BBB for intervening!

• Initial Complaint

  Date:12/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 from Solawave on 11/20/22, on 11/23/22 the company sent an email stating my order had shipped including tracking # with DHL. I waited nearly 2 weeks with no movement of my order through DHL. Asked DHL about the problem and was instructed to contact Solawave as they had not received the package for shipping. I have contacted Solawave on numerous occasions with no response. It is now 12/17/22 and when I click on my tracking # it shows there is no number that matches. Very frustrating and at this point I just want my money back and for others to be aware to NOT order from this company. I gave them over 2 weeks and numerous attempts to response to me before filing a complaint.
  

  Business Response

  Date: 01/17/2023

  Consumer Response /* (2000, 6, 2023/01/12) */
  The business did finally respond and they have resolved the issue. I would like to close my complaint. Thank you

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2 wands and 2 serums on 11/19/22. The ***** tracking clearly shows that the product was damaged in transit, so I never received anything. I haven't heard anything from this company after emailing them THREE times. 12/6, 12/8 and 12/10. At this point I do not want the product. I want to be refunded and the company will not get back to me. Order number SW227844

  Business Response

  Date: 01/23/2023

  Upon review of this case, the customer did experience a significant delay in response time due to an unexpected backlog during the holiday season, however, our records indicate that we responded to the customer on 12/16/22 and issued a full refund for their order that was damaged in transit.
  
  We have also sent a separate apology to the customer for their experience with the shipping as well as customer support.

• Initial Complaint

  Date:12/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 11/20 I made a purchase on the Solawave website in the amount of $196.84. I received a confirmation order email shortly after. Order number: SW230251. - On 11/22 I received an email stating my order had shipped along with tracking information provided. - On 11/25 I received an update email stating that the shipment tracking hasn't been updated by the carrier and they would reach out should my order not be updated by the shipper. Per my review, and according to the carrier, the shipment label was created but the carrier did not receive the package from the company yet. As of today, 12/11 this has not changed. 1st Outreach to company - 11/30 I submitted a support ticket via their website to inquire on the status of my order. I received an automated response stating my message was received. No additional response from the company was provided. 2nd Outreach 12/7 I submitted an additional support ticket via their website. As before, I received an automated response stating my message was received. No additional response from the company was provided. As of now it has been 14 business days since my order - according to their confirmation email and website, orders are received within 3-9 business days. Additionally their auto generated support confirmation emails state that they respond only on M-F which is fine by me, but it's been 7 business days since my initial outreach to support. As a consumer I shouldn't have to jump through hoops and go the extra mile to get a simple update.

  Business Response

  Date: 01/23/2023

  We have reached out to the customer separately to apologize for the errors with their order and the significant delay in response time. At the time we were notified of this case, we had just resolved the customer's issue.
  
  We take all customer feedback very seriously and every team member across all departments is constantly working to improve our business, but we acknowledge there were missteps with this customer's order, some that were outside our control. The customer's original order experienced a pre-shipment error, which is unfortunately common during non-************, but even more so during peak holiday season.
  
  The pre-shipment error, coupled with the delay in response time due to an unforeseen backlog of support volume caused a poor experience. Although delayed, our team did respond and offered assistance, as we do respond to every customer. Our team then provided the solution that was requested by the customer.