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:04/30/2025

  Type:Product 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.

  Hi there,I called Theradome, wanting to find out the price of a laser helmet. I did not intend to make a purchase during my conversation with the customer service representative. When I asked how much the product would cost me through Affirm (a loan) they put my order through (using Affirm) instead of giving me a price and then asking me "Do I want to put my order through"? Had I been asked that, I would've said "let me get back to you after consulting my wife". As it happens, my wife then told me to purchase something else instead. I have asked several times for the recording of my call with the customer service representative (********) to no avail. The company has also stopped picking up my calls and responding to emails. This is not coming at a great time, as my wife is going through a surgery to remove a tumor from her body, and I am a heart failure patient. Please assist us with this.

  Business Response

  Date: 05/05/2025

  To whom it may concern,

  On March 28, 2025, ****** completed his payment using our financing option with the assistance of our agent over the phone. As part of the process, he uploaded his photo ID and selected his payment plan through our website. Our agent thoroughly explained the financing terms, including the fact that once the transaction was completed, it could not be canceleda condition that ****** explicitly acknowledged and agreed to before finalizing his order. Additionally, he was fully informed of our refund policy, which was clearly outlined during the call.
  Despite this, on April 9, 2025, ****** disputed the charge with the financing company. However, in accordance with the agreed-upon terms, he remains responsible for the charges.
  

  Best regards,

  Theradome customer Service 

  ******************************

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23269238
  
  I am rejecting this response because:
  I was never asked by the sales agent if I would like to proceed with making the order before the sales agent put the order through. I would never have agreed to make the order had I been asked.

  You have the recorded callif you are not afraid of what it will show please share it.

  Hence, I reject the response.

  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 05/08/2025

  To whom it may concern,

  
  As outlined in our previous response, ****** ********* independently processed his order, not our agent. His claim does not accurately reflect the events that transpired. To substantiate this, we can provide audio recordings of the call if necessary. As mentioned before, he had to provide the financing company pictures of his photo ID, both front and back, which he did. Also, he had to provide a selfie to verify his identity. Additionally, we confirm that he has been refunded as of today, May 8, 2025. Please let us know if any further clarification is required.
  

  Best,

  Theradome Customer Service

  ****************************** 

   

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23269238
  
  I am rejecting this response because:
  I was not given a full refund. There was a $248.75 fee, when I returned a completely closed, untouched item-an item that I never agreed to purchase. Like I said had I been asked, I would never have agreed to make the purchase. Please make this right.

  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/26/2024

  Type:Product 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 have placed an order(quite expensive. close to $600 price tag), seeing bold and highlighted text "No-Risk, 6 Month, Money-Back Guarantee" on the night of 12/24 8:14PM EST. I have not received any confirmation since it was Christmas Eve and offices were closed. then saw the fine-print that they will charge 25% service fee,So, i have sent out my 1st cancellation request on 12/25th at 4:43PM via email. got an automated response I have called the tollfree support couple of times and left my details for cancellation. - no response.i have sent 2nd cancellation request on 12/26 at 10:24AM . - no ************ an email on 12/26 at 12:07PM that my order got picked up for shipping.sent 3rd email requesting cancellation. their response was, the moment, you placed an order, there is no going back. we dont care whether it is shipped already or not. we need 25% of your money!this is against every fair business practices out there. I want my money back without any cut

  Business Response

  Date: 12/30/2024

  On December 24, 2024, at 5:28pm PST ********** ************ purchased Theradome using our discount code for 20% off on our website. She mentioned that our offices were closed on Christmas Eve, the day that she purchased, however, this is not the case. Contrarily, we were open on Christmas Eve from 7:30am PST-7:00pm PST. When checking out using our website, in the actual shopping cart, it clearly gives our refund policy to make an informed purchasing decision. As Mrs. ************ stated, she clearly read our refund policy. On Christmas Day, she mentioned that she attempted to cancel her order after seeing the helmet on another partners website. Our policy clearly states all sales are final and cannot be cancelled and are subject to a 25% service fee when returning the helmet.    As a result, we will be happy to issue a refund to **************** minus the 25% service fee in accordance to our refund policy. 

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22733429
  
  I am rejecting this response because: this is a tactic of stealing my money. how could anyone charge 25% return fee, before even shipping the item? Their response is a un-ethical and pure lie.
  
  Sincerely,
  
  ********** ************

  Business Response

  Date: 01/06/2025

  To whom it may concern, 

  Upon further investigation, the real issue here is Mrs. *********************** Theradome discounted on a partner site so she figured she could just return the unit and repurchase it to get the discounted price; however, she is well aware of our return policy and the 25% service fee. This info was located in the shopping cart when she checked out and made her purchase. Additionally, when she purchased the unit from our site, she already received a 20% discount. Please have Mrs. ************ refer to the tracking information we have provided her with and pick up her package.  According to the tracking, a delivery attempt was already made. It has now gone to a *** access point for her to pick it up. Keeping in mind, when and if she decides to return her unit, the standard 25% service fee will apply. 

  Sincerely,

  Theradome Customer Service 

  ****************************** 

  ************

   

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22733429
  
  I am rejecting this response because: ofcourse i found a better price elsewhere. is that a crime? Here the issue is, i am not trying to return because i found a better price. here, the issue is, i found a better price, and tried every which way(email, and phone calls) to cancel the item, before it is even shipped. You shipped the item, only after i made several attempts to cancel the order. You made no attempt to address the cancellation request, decided to respond back to me only after processing the shipment, with the response "oopss! i now need 25% of your order cost!!!". that is cheating. 

  even today, i have not taken the delivery of the order. so, technically, there is no concept of returning. It will comeback to you automatically.

  Additionally, i have attached 3 emails to this response to show my attempts to reach out to you to cancel the order, much before you even processed the shipment of the order. 

  how could you eye 25% of my order money, even before you even shipped the item? i sincerely request you to return my money, so i could buy your product somewhere else. if you dont, i will permanently boycott your product altogether.

  
  Sincerely,
  ********** ************

  Business Response

  Date: 01/09/2025

  To whom it may concern,

  As mentioned in previous responses, we have informed Mrs. ********** ************ regarding our service fee on returns and she was well aware of our return policy when she placed her order.  The return policy is located in the shopping cart when making a purchase. We recommend she pick up her product and start benefiting from its usage. By picking up her product she will avoid the 25% service fee. As stated on our website policy, all sales are final and Theradome comes with a 6-month money back guarantee minus the 25% service fee. According to Mrs. ************ she has refused shipment which means at some point it will be leaving the *** access point and will be returned to Theradome. Once we receive the helmet, the 25% service fee will be assessed to her refund. 

  Regards,

  Theradome Customer Service

  ****************************** 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22733429
  
  I am rejecting this response because: They are ACTING blind. They have no answer to my cancellation requests. my whole point was, i have requested cancellation(email and phone - posted screenshots of 3 email cancellation requests) before they shipped the product. they still want my money for free! so they shipped it anyway. why did they ship in spite of several cancellation requests? if they have any business ethics, they will do a full refund of my money. i am not going to buy their product in future if they dont refund my money in full
  
  Sincerely,
  
  ********** ************

• Initial Complaint

  Date:07/20/2024

  Type:Product 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 0RDERED THERADOME ON 4/30 2024 I NEVER RECEIVED IT BECAUSE FOR THE ADDRESS LINE WAS THE *** CODE SO IT WAS RETURNED TO THEREADOME I TALKED TO THERADOME THEY WONT CHECK TO SEE IT WAS RETURNED TO THEM SINCE ITS BEEN A LOMG TIME I TOLD THEM TO REFUND AFFRIM BACK ************ SAID NO

  Business Response

  Date: 07/25/2024

  To whom it may concern, 

  Mrs. *************************** went online and purchased Theradome on April 26, 2024. When ***************** put in her shipping address, she put in her zipcode instead (see attached). As a result, the helmet obviously never reached her because of her mistake. We do not have control over **** so as a result, we told ***************** to file a claim with **** As of now, she still has not filed her claim in order that *** can re-imburse her. We have emailed her and provided her with steps on how to file a claim with *** (see attached). In order for Theradome to issue a refund to a customer, we must be in possession of the helmet which we are not. We normally issue a return label. The customer sends the helmet back to us, then we issue the refund. Due to ***************** mistake, she will have to file a claim so either we get the helmet back or *** determines it is lost and issue a credit to *****************. 

   

  Best,

  ***********************, VP of Customer Service 

  ******************************

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22019145
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/16/2024

  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 Therodome online July 13th for an evo LH40. On the morning of July 14th I emailed immediately to say my order was made in error. Therodome had a representative, named ****, contact me on the afternoon of July 15th. **** was not quite sure why he was even calling me. I explained how I emailed the company the day before to cancel an order where there was more than enough time to halt the order. **** said he would let me know what the management response would be. He called several hours later , again not remembering why he was calling me.He seemed to be delaying the cancelation.Therodome's policy clearly states that they will make every effort to cancel the order. This was not done nor was there any effort on their part to work with me , the customer. Instead they wanted to force the product on me adding that if I refused shipping or was not home to receive the product, they would charge me a $150.00 fee. No where in their policy/FAQ's or anywhere else does it state if a product is not received by a consumer, they will still be charged any fee.. I received an email on the evening of July 15th stating the product would be shipped . I called to speak with them and again received **** who directed me to email support @therodome, which I already did on July 14th. He now advised me to address my email to a person named ******, who, said I would be charged even if I did not receive their product or refused it. I reminded ****** that I would not be at home and again did not want to receive their product that I emailed within 24 hours to cancel and that they waited another 30+ hours to email me that it would be shipped regardless. Theradome would do well to work with and not against potential customers so that they could be perceived as a customer focused business versus a business who places profits over their customers. Its unfortunate they even have these type of complaints. This will surely drive consumers into the hands of competitors.

  Business Response

  Date: 07/18/2024

  To whom it may concern,

  In regard to Mrs. ***************************,  based on our records, her order was confirmed and approved on July 13th, 2024. She alleges that her order was made by mistake. Firstly, she watched our 30-minute infomerical on television. Secondly, she then went online to order. Thirdly, she put the Theradome in her shopping cart and put in her credit card details inclusive of billing and shipping address, credit card info, and CVV security code. Lastly, she then proceeded to submit her order. So, there is no way this order was made by mistake. She contacted us the next day on July 14th wanting to cancel her order. Once an order reaches this stage, it is not possible for us to cancel it.

  Regarding returns, our standard policy includes a 25% service fee, detailed in our money-back guarantee. In her case, we have opted to charge our standard $150 shipping and handling fee instead of the usual 25% service fee. Please note that original shipping charges are non-refundable. For more details on our policy, please visit: ***********************************************************************
  
  Unfortunately, we are unable to waive the $150 shipping fee at this time. If she chooses to return the helmet, using our provided RMA label, this will expedite the refund process upon receipt of the returned item. Should you decide to refuse delivery, the refund process will take longer.
  
  
  Best regards,

  ***********************, VP Customer Service

  ********************** Inc. 

  www.theradome.com

  ************

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 22000736
  
  I am rejecting this response because:  I didn't watch the entire infomercial as ****** mentioned. I noticed the ** code and considered placing an order. Affirm is the payment method offered by Therodome, which differs from my credit card.
  I have yet to receive the product and am unwilling to pay a $150.00 shipping fee for an undelivered or unreceived item.
  Nowhere on their website does it indicate that there will be a shipping charge for undeliverable products (not received, unopened, etc.).

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/22/2024

  When using Affirm, this is an even more detailed transaction. So sometime during the television infomercial, she used her cellphone to scan the ** code which then took her to our website to place her order as she indicated. ******************* then put in her billing and shipping address, email address, telephone number, then she selected Affirm at checkout. When she checked out, ****** asked her for details such as last 4 of SSN and date of birth. ****** then sent her a confirmation code to her cellphone. After putting in the confirmation number, she was then able to proceed with her transaction. ****** then offered her a payment plan based on 3, 6, or 12 month financing. So, as you can see, this order was not made by mistake. In conclusion, because ******************* actually made the order herself and not by mistake, she is subject to our terms and conditions as indicated in my previous response. 

   

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22000736
  
  I am rejecting this response because:  A consumer reserves the right to cancel an order promptly, particularly when notifying the merchant within 24 hours due to an error or other valid reasons.
  

  Regarding the issue of charging a shipping fee, Theradome explicitly states zero shipping charges for undelivered products, as detailed in the attached statement. The product in question was never delivered to my address.

  
  It is unjustifiable for a merchant to threaten a consumer with an arbitrary $150.00 shipping fee within 24 hours of cancellation. Nowhere is it specified that an order cancellation within this timeframe incurs such a charge.
  

  Contrary to Theradome's stated commitment to cancel items with every effort, no such action was taken in this case. Instead, the customer faced continuous threats.
  

  Despite reaching out to ***********************, VP Customer Service
  ********************** Inc.  @ ************ for resolution, no response was received.

  
  Sincerely,
  ***************************
  
  

   

• Initial Complaint

  Date:04/16/2024

  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.

  To Whom It May ******** On October 19, 2023, I purchased a Theradome helmet directly from the Theradome website for $995 because of a thinning hair issue on the crown of my head. I have used the helmet as instructed (2 times per week) for 5 months but have not noticed any significant change. I have attached before and after photos as evidence (one was taken a few months before I started the Theradome treatment, on 7/25/23, and the second one was taken on 3/20/24 when I stopped using it).I returned my helmet to the company, which they received on March 29, 2024, but they refused to refund me the full amount. Their company return policy did specify that you had a 180-day window to return it for a refund. Instead of refunding me the full $995, they refunded me only $746.25 back to my credit card, stating that the remaining amount of $248.75 would be assessed as a service fee. I think it is extremely fraudulent to charge me for something that did not increase my hair growth in any way and which I have been using as instructed. The helmet I returned to the company itself recorded that I used the helmet for 40 sessions as proof (my helmet serial number is *****************. As such, I would like to be refunded the remaining amount of $248.75. I have also attached some emails referencing my case for your reference.Thank you!

  Business Response

  Date: 04/18/2024

  To whom it may concern, 

  Mr. *********************** was informed about our standard 25% refund policy on March 20, 2024. In fact, we sent him an email stating how much he will receive back as a refund before it was issued (see attached).  After **************** read the email he proceeded to provide us with his credit card information so we could process the refund minus the 25% standard service fee which we apply to all returns since 2014 (please see attached screenshot from our homepage). 

  Best,

  ***********************

  VP, Customer Service

  ********************** Inc.

  ************

  www.theradome.com

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21580706
  
  I am rejecting this response because I was not informed of this refund policy before and during my purchase on October 19, 2023. I only provided my credit card so that they would refund me 75% of what they owed me, and then I would dispute the 25% service fee later. As such, I request that the remaining 25% be refunded back to me because I have not achieved satisfactory results for my hair. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/23/2024

  As stated before in our response to ****************, Theradome refund policy is clearly stated on the very first page of our website. **************** was sent correspondence as to the exact amount he would be receiving after requesting a refund and he agreed to it which as he mentioned was 75%. We then in good faith, refunded **************** his money. Our refund policy has been in effect since 2014. The 25% fee we charge is due to several reasons. Once the Theradome helmet is returned to us we cannot resell it. Our company policy, in line with safety standards for wearable products, is not to sell any used items. As a result, we have to ensure the product is disposed of properly, which comes to well over $200. We also state in our return policy that the customer must cover our shipping cost which is $25. Additionally, we incur cost for processing the return, handling inquiries, and other associated operational cost. Again, we sent **************** correspondence stating that in order for us to process the refund he would have to agree with our normal standard refund fees. He agreed and sent us his credit card to process the refund (see attachment). He is now reversing course and asking for the 25% back. As he stated in his rebuttal, he agreed to the 25% with the intent to dispute it later. You cannot have it both ways. As far as we are concerned, we have handled this process ethically and fairly within our corporate guidelines and there is nothing further we can do regarding this matter. 

  Customer Answer

  Date: 04/23/2024

  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:03/19/2024

  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.

  Purchased the Theradome through Amazon, an authorized dealer of Theradome on 11/04/2023 Less than 5 months later the inside of the helmet cracked on its own while it was in use on my head !!! I am unable to return it and my only option is to have to purchase another one !! This product was not cheap !! I payed $995.00 plus tax

• Initial Complaint

  Date:02/04/2024

  Type:Product 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 made a purchase on 12/29, requested written cancellation on 12/30. I also spoke to numerous customer service reps for cancellation request. Theradome still insisted on sending out the item on 1/3, and I refused the package upon arrival. I paid by ******, and *********************** from their company is insisting on still charging me $100 for shipping an item I asked to cancel, refused, and never opened. She also told me to contact Affirm to cancel the order but when I contacted Affirm they sent me back to Theradome. I finally saw a $820 refund from Affirm, however still $100 short. Theradome is fraudulently charging me $100 for simply cancelling the order and putting my credit at risk with Affirm but refusing to cancel the order from their end.

  Business Response

  Date: 02/08/2024

  To whom it may concern, 

  ************* refused delivery of her order that she placed on December 29, 2023. She went through our financing company when she initially placed the order. Her order was approved on December 30, 2023 and shipped out to her. Two days later, after placing her order which was on January 2, 2024, she called to cancel her order and was informed that she would be charged our standard shipping and handling return fee of $100. We waived the normal standard restocking fee of 25%. She paid $920 for her order and was refunded $820 on January 30, 2024. 

  Best,

  ***********************, VP of Customer Service

  ********************** Inc. 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21244429
  
  I am rejecting this response because: Please view the many complaints made against this company Theradome. They are dishonest and there are many complaints for a reason. They are lying, I made several written requests on 12/29, 12/30, including several phone calls prior to the package being shipped out on 1/3. Including the 1/2 phone call mentioned in response. Theradome had plenty of time to cancel my order and not ship, but proceeded to try to force me to accept my order anyways. There is no standard $100 cancellation shipping and handling they are referring to in their response. They arbitrarily made up this number to try to profit from this situation. All I did was place an order and cancel, to be charged $100. The $250 return fee that does not apply to me because I never accepted or physically opened the package, AND I requested cancellation both written and verbal well before they sent out anyways and tried to force me to accept shipment. Its immoral and disgusting how they operate. Now I have a $100 Affirm charge that was applied to my credit card I plan to contest, which shows how shady their business practice is. 
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:01/23/2024

  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.

  Bought product. Returned fie refund. They didn't give me a refund.

  Business Response

  Date: 01/26/2024

  To whom it may concern, *********************** purchased the Theradome helmet on April 24th 2023. She filed a PayPal claim saying that she never received the helmet because she was not home at the time of delivery, and it went to a *** Access Point.  She eventually picked up her helmet and the case was dismissed. Then on June 13th 2023, we emailed her a return label for a refund and explained to her how much she would be refunded. The email clearly stated that you have 14 days to return the helmet using this return label. In addition, her money back guarantee period expired on August 2, 2023. However, we did receive the helmet from *********************** until November 8, 2023. So by that time, which was 4 months later, her 6 months money back guarantee period had expired. However, we have made an exception and issued her a refund minus the standard 25% service fee which she agreed when we sent her the original return label on June 13th. 

  Best,

  ***********************, VP Customer Service

  ********************** Inc.

  www.theradome.com

  ************

• Initial Complaint

  Date:09/21/2023

  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 purchased their product that claims money back. I reported that it hasn't done anything for me as advertised. They responded that I needed to speak with their stylist, not in the warranty nor sales agreement. The person never called ad scheduled nor attempted to reschedule when I emailed him.Now the product is malfunctioning and despite paying for an extended warranty, this company has ignored repeated complaints.

  Business Response

  Date: 10/02/2023

  To whom it may concern,

  Our customer service representative spoke with **************** today October 2, 2023, and fixed the issue he was having with his helmet. The voice command on the helmet was turned down, so the agent showed him how to turn the volume up. His issue has been resolved. **************** contacted us via email on September 13, 2023, which in the email he stated that he had been using the helmet and stated he was not getting results.  Our money back guarantee is for only 6 months which put him out of the window for his refund. He purchased the Theradome on January 25, 2023. We recommend **************** keep using his Theradome helmet consistently to achieve results. He currently has an extended warranty on his helmet until February 1, 2028. 

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20639750
  
  I am rejecting this response because:

   

  There is a guarantee return money in which I have requested because I have had zero benefit from this product.  They purposely have ignored and deflected so to claim I waited too long.  I want a refund
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/09/2023

  To whom it may concern,
  

  As previously stated, *************************** asked for a refund well beyond his 6-month money back guarantee period. *************************** purchased Theradome January 25, 2023. His money back guarantee was over as of July 25, 2023. He sent us an email on Sept 5th stating he was not getting results and even then, did not ask for a refund at this point. He contacted us on September 25, 2023 stating that his helmet was not working properly. Our agent emailed him with instructions on how to fix his volume control. On October 2, 2023 our agent called him to troubleshoot his helmet and easily fixed his volume control issue. **************** has an extended warranty (DomeCare) on his helmet that is good until February 1, **** if he has any future issues with his helmet. 

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20639750
  
  I am rejecting this response because:

   

  Absolutely fascinating how this company provides numerous versions of dishonesty each time contacted by BBB. I contacted this company within 6 months, they kept deflecting telling me I had to talk to a cosmologist in which this is nefarious and egregious behavior. This company is a criminal racketeering enterprise.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/05/2023

  Type:Product 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 a Theradome in 2021. In 2022, I purchased the extended 5 year warranty. Recently, the pegs had come off my dome. I read online not to put the dome directly on the scalp the pegs helps maintain the correct distance. I contacted Theradome, and they mailed me a label to ship it to them. I received a a few emails stating the item was received I believe on a Friday. Then the following Monday I received an invoice for a Theradome with a price of zero - I have no idea why. I received the item but it came in poor condition. There was a short black hair in the box (I don't have short black hair), the box had dirt in it, and the white outside part of the dome had black dirty spots on it. Also, when I mailed the package the treatment count was 376, when I received the package back the count was 377. Whose is this? Who used this? I emailed immediately asking why this was sent in this condition, and that I do not feel comfortable using this on my head as it doesn't seem like my helmet. I sent pictures of everything I mentioned. **** said he would investigate. Many days later at 4:35pm he emails trying to assures me that this unit is mine, and no one used it. He furthers explains the technician ONLY changed the pegs and sent it back. Now, I know **** isn't telling the truth as this isn't my piece. My theradome had a crack in it. The crack is gone - **** never mentioned a crack repair. **** stated only rubber pegs were changed. In a previous email I said I wanted to know exactly what the tech did to see what would be said. As predicted, **** mentions only rubber pegs were changed. If pegs were changed, where did the crack go? **** can't even tell me where the crack was. This is a health and hygiene product. I'm not sure why you would think it's okay to send a refurbished product, or refurbished parts, or move my information into a refurbished item. This is not okay. Also, whose hair was in that box. Its disgusting.

  Business Response

  Date: 09/07/2023

  To whom it may concern,
  
  Please allow me to address ****************************** complaint. On August 19th he sent an email inquiry regarding the rubber pegs coming out of his helmet and he could not get them back in. Our representative informed him that we would be more than happy to bring his helmet in for inspection and to make the necessary repairs due to the fact that he was still under our extended warranty. At no point did her ever mention the helmet having a crack. He sent it back to us and our inspection team not only repaired the pegs, we also replaced the entire inner shell which contained the crack he is referring to so he would be happy when he received his unit back.  In his complaint he states that he sent it to us with 376 treatments. In his email to us, he stated he had done 367 treatments. This is where he confused us (please see attached his email to us). The helmet actually had 376 treatments (which he confirms in the complaint). The reason his helmet showed an extra session (377) is because *************** had to do a treatment session to make sure the helmet did not have any operating issues after changing out the entire inner shell and pegs. We do not refurbish or resell the Theadome as it is a *** cleared device and comes with a serial number on both the helmet and the box. We had him send us pictures to verify to make sure the serial numbers matched, and they did. This proves that this is ****************************** helmet (please see attached photos). Please be assured that no one wore ****************************** helmet. The hair in the box quite possibly was already there (maybe his broken hair or a family members hair) or because humans inspect the unit or possibly the hair accidentally fell in the box when it was being prepared to be shipped back to him. Hopefully this resolves this matter. 
  
  Best regards,
  
  ***********************, VP of Customer Service
  
  ************
  
  www.theradome.com

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20559709
  
  I am rejecting this response because:

  First of all I am not a man.  I am a woman.  My name is a feminine name in my culture, do not make assumptions.  You can address a person by thier name if you are unsure.  As I told ****, I do not have the short black hair found in the box.  The Theradome box was kept in a storage box in my home, no one had access to it, no one has short black hair here, the Theradome box was not even touched since 2022, the device is not something I would ever share because hygiene is a priority.  So, no that is not my hair, or anyones hair who lives in this home.  The fact that you excuse your technician for sending me back the package in poor condition is unacceptable.  Its unhygienic.  Yes I sent in the package for only rubber peg replacement, the crack was not a concern of mine so it didn't need to be mentioned.  The crack didn't affect the function of the unit.  Only the rubber piece was a concern to me because it's stated on your website the pegs help keep the correct distance.  When I asked **** about the missing crack, he was not able to tell me where the crack was, if it was replaced, and he actually ignored me about it.  Also, if you replaced the shell - this was an issue I bought up with ****.  The shell on the helmet I received was dirty - arrived with black marks all over it.  **** was asked about this, and sent pictures!  **** has yet to address this, and you have yet to address this.  You stated you replaced the shell so I would be happy?  You replaced it with a dirty shell?  Where is this shell from?  Why is it dirty?  How is that okay?  Also, if you made changes to my helmet above and beyond what was asked for wouldn't it have been smart to inform me of any changes, and if you were going to send it back in such poor condition - you couldn't explain or provide some type of cleaner? I am hesitant to use the helmet at this point, and I used it every week since 2022.  You have explained the shell was changed to explain away the crack but in my main complaint I bought up the fact the shell was dirty, and sent pictures to ****, and I still have not received a reason why.

  Sincerely,
  
  ***********************

  Business Response

  Date: 09/11/2023

  To whom it may concern,

  This is a follow-up to the complaint response from ***********************. Ranjii  sent us pictures of the Theradome helmet in an email. Please see attached photos. There are no smudges or stains anywhere in the pictures of the helmet sent to us. In the pictures attached clearly the shell is brand new with no smudges, or dirty, with black marks. Why did ****** Janua not send these pictures or attach them in this complaint?? Again, we provided ******************* with a new inner shell complete with new pegs and no one wore the helmet. Whoever is reading this response from the BBB, I am totally confused on what smudges or stains Ranjii ****** is referring to. As mentioned before, we not only replaced the pegs, we replaced the entire inner shell. 

   

  Best,

  ***********************, VP of Customer Service

  **********************

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20559709
  
  I am rejecting this response because: ***** is clearly not telling the truth again.  ***** again is ignoring the facts.  The response stated the inner shell was changed, the crack in my helmet was NOT in the inner shell.  It was in the outer WHITE shell.  Theradome is repeatedly lying.  They said 'to make me happy' they changed the shell - and in *****'s response there is reference to the inner shell, and ***** even sent pictures of the inner shell in the last response.  Again, there was NEVER a crack in the inner shell.  Theradome simply cannot even identify where the crack was yet claim they went above and beyond to fix the helmet.  I am extremely weary of what they actually did, as repeatedly lying does not inspire confidence in this product.  All I know is I received a helmet that was dirty.  ***** complains I did not send pictures to BBB.  On September 1st, 2023 3:13pm I provided **** with multiple pictures of hair, dirt in the box, and 2 of the dirty of the outer shell I received.  If ***** has access to the pictures he just provided why can't he look at the pictures of the outer shell also?  Why is he so confused?  As for not providing pictures to the BBB - I was getting error messages when I tried to upload them to the BBB website.  There is not sinister reason as to why.  Simply a technical issue.  I used my brain, and thought Theradome would be able to access the email and photos I sent to **** which were plenty.  I even referred to them in my original complaint - I clearly say I sent pictures to ****.  Or I dont know, if it's such a problem maybe contact me to request them? But why would ***** do that as he already has them!  The pictures ***** provided in his response are from when **** asked me to verify the serial number on the item so he could escalate the issue after my first email.  I sent those to **** on September 1, 2023 at  10:01pm - he requested the serial number in the helmet, and the serial number on box.  ***** knows very well there is an email before with plenty of photos.  I'm not sure what the farce is for?  Undermining the Customer - always a great tactic, claim the customer is a liar - another good one.  But I can certainly rectify not posting photos of their dirty helmet to the Public if thats what he is concerned about - BBB, Instagram, X , ********************** Reviews, TrustPilot - can post them all there if that would suffice.  I'm all about solving problems, it can definitely be done to solve *****'s issue of my not posting photos of the disgusting way I received my product back.  But besides that the facts are - ***** stated the inner shell was changed, and pegs were changed.  The crack was in the OUTER SHELL.  The helmet I received - the crack is gone in the outer shell, in place a dirty white shell.  So, according to *****'s last email - the outer shell with the crack was not changed - just the pegs and the inner shell?  But the crack disappeared on the outer shell but that was not changed?  Talk about confusing!  Second, ***** was able to access the second set of pictures **** requested from me but not the first set sent?  But again he's confused?  Theradome is just playing games at this point.  Also, the professionalism in the writing style of the responses is lacking, this is not a serious company, and I can clearly see they do not take health and hygiene of the product seriously too.  

  
  Sincerely,
  
  ***********************