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:07/19/2023

  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 received the theradome PRO LH80 on 7/6/23. On 7/10/23 I emailed the company and notified them that the theradome PRO LH80 was not working. The theradome PRO LH80 that I recently ordered and received does not work properly. On 7/13/23, I spoke to ****** from the ordering department he informed me that he would find out where I needed to mail the product to. ****** or no one from the ****************** DCL Logistics provided me with the information thus far. What address should I mail the theradome PRO LH80 back to? I did not use the product because the green light never came on. I would like the full amount of the purchase price in the amount of $1,064.65.Email: ****************** Number: ************* Thank you so much,*********************

  Business Response

  Date: 07/19/2023

  To whom it may concern,

  Ms. ********************* has been issued a full refund minus the standard $75 shipping and handling fee assessed on all returns. She has agreed and we have issued the return label. She will recieve a full refund after returing the helmet in 7 business day.

  Best, 

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

  Theadome inc. 

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

  www.theradome.com

• Initial Complaint

  Date:06/19/2023

  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 attempted to purchase one model of the theradome product but received the more expensive model. I did not realize I had been charged for the wrong item until after I had signed for the package and opened it. The item I received was also defective and had to be returned. When I sent it back I asked for a partial refund and the correct model to be mailed to be instead. In the middle of an email exchange trying to sort out the details of that I received a separate shipping notifciation that the wrong item had again been sent to me. That was weeks ago and I have received nothing. I asked the company to check with *** and find out what happened. The first pkg required signature to receive...wouldnt the 2nd one too? I have not heard back. It's been over 2 months and I've been charged over $1000 and have no product at all. At this point I don't even want the lesser product and partial refund. I want a full refund.

  Business Response

  Date: 07/07/2023

  To whom it may concern,

  We did not see this original complaint. We always respond to any complaint in a timely manner. Our dashboard showed 0 complaints to respond to. See attachment. On April 10, 2023 at 6:37am, Ms. ***********;***** ordered the Theradome Pro LH80 from our website using her credit card with the promotional code that our agent sent to her via chat session. She paid $1,001.88. We have a record that she actually received her receipt on April 10, 2023. She received the Theradome that she ordered on April 20, 2023. She then called us and said that there was a s**** rolling around in her helmet. We called her three times with no response. Then we emailed on April 24, 2023 and told her that we were emailing the repair order return label. She then in turn, returned the helmet back to us on May 4, 2023. At no point in this process did she ever mention that she ordered the wrong unit. We then sent her the replacement helmet which she received on May 10, 2023. We finally were able to speak with ************** on a recorded call on May 16, 2023. On the recorded call she said that she never ordered the Theradome and said it just showed up at her door and her credit card was charged $1,000. We told her if she did not order it then she should call her credit card company and claim it was a fraudulent charge and request a chargeback. She then proceeded to tell us that she wanted us to refund her the difference between the EVO model which cost $695 vs the PRO LH80 model which cost $995. This is all after she had received her replacement unit. She claims that she never received the second unit. Our *** tracking clearly shows it was left at her front door on May 10, 2023 at 1:10pm. Please see tracking details..

  ****************************************************************************************************************
  
  In conclusion, she ordered the unit that she wanted from our website. There is no way you can make a mistake ordering the two helmets especially with the price difference between the two helmets. She never called her credit card company and requested a chargeback because she knows that she ordered the model that she wanted and has received it twice (once for the original order,and the second time for the replacement unit). It now appears that she has our helmet and is trying to get all her money back and have a free unit. We should not have to refund her her at all. If she never received the unit, then we can help her file a *** claim. Please let me know if I 
  can assist any further in this matter. I have also attached a copy of the *** tracking showing it was left at her front o

   Best,

  ***********************, Vice President of **************** - Theradome Inc.

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

  www.theadome.com

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 20206698
  
  I am rejecting this response because:
  The narrative put forward is selective and inaccurate.

  I first inquired about the 40 model. I inquired directly with the company as I found the same model available on Amazon at a lesser price. I was told that the price would be matched and to send personal details to set up the sales slip. I did so and was then toldwhoops, we cant match but we can give you a $75 off coupon. All of this happened via email.

  At the time I had both models sitting in my shopping cart. I deleted one, used the coupon and bought the other. 
  I followed up via email as I did not receive any email order invoice transaction details only a shipping notificationand even that did not actually allow me to track what was being sent. Only upon delivery did I see that the wrong item had been delivered. And the item did not work on top of that. I emailed about that too. And yes, someone from the company called me. But the calls are from unregistered numbers and I dont answer those. I received a message to send video of the problem. I did and was given a return label. In the package I sent back and via email I stated that the product I received was not what I intended to order and to please exchange it upon receiving the defective item and refund the difference. I received a response that if I wanted an exchange I would be charged a restocking fee for an item that never worked. While trying to sort that out I received another email telling me that a product had shipped.

  I called and emailed several times as soon that happened as I had specifically and repeatedly said DO NOT send that product back. Days went by, many more than the time frame for the first package and so I emailed and called again.  The last phone call I had with them I was told that *** would be contacted to track the package and that was weeks after the shipping notification.  Yes I said I would call my credit card and tell them the initial charge was wrongwho wouldnt? $1000 charge and no customer service, no product, no help, no exchange?  To this day no one can explain to me why the first item required signature for delivery but not the second package. And, for the record, I do not have a front door. 

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

  Business Response

  Date: 07/10/2023

  To whom it may concern,
  
  This is a follow-up to ************** rejection of our solution. Firstly, as we previously stated, ************** selected the model she wanted. Even if she had two models in her shopping cart, there is no way she could have made a mistake on the units especially since she was fully aware of the price of the *** model as she stated. Secondly, she did receive a receipt on the same day of the transaction (see attached). Our system shows when any customer opens any email sent by us via a double check **** by their name. So clearly, she received and opened the invoice which showed what she purchased and for how much. The invoice clearly states that you will receive an email with your tracking information 1-2 days after the order is shipped out. Our agent offered to create her a custom link with the promo code for the *** helmet. Lastly, this issue would have never occurred if she would have allowed our customer service agent to 
  create the customized price link after he explained he could not price match which she refused and said just send me the promo code. I have attached this chat session between her and our agent to this effect (see attached).  The promo code was for $75 off either model. In addition, ************** was fully aware of the tracking for both packages as she opened both emails that we sent to her (see attached). When we send out a new helmet for the first time it is our company policy to send it signature required. If we ship out a replacement unit then ********** no signature required. *** is showing that her second helmet was delivered as well. Here is the tracking information...

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

  Again, we are willing to help ************** file a claim with *** to find out what happened to her shipment. 

  
  

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20206698
  
  I am rejecting this response because:

  I see these attached images are selective and do not contain the full sets of emails exchanges.  I do however enjoy the "invoice" that says quantity 1 and item is "FIRST- theradome's proprietary technology..." but no actual item information.  The tracking images are pointless.  There is no image to show where the package was delivered nor a confirmed address.  And as I have stated multiple times in response to being told the packages was left at me front door... I do not have a front door.  The offer to finally attempt to actually track the package is 2 months too late.  They should have done it already.  It shouldn't take a BBB complaint for the search to begin.

  In regards to the written response-

  On 4/10 I inquired about the model 40.  I was offered a price match and asked to provide details to create a sales ticket...which I did on 4/11.  After providing the details I was informed that the price match wasn't happening and offered $75 off instead.  The sales ticket could have been created then, but was not.  The company chose not to and it took multiple subsequent emails to get the coupon code they were claiming to offer me instead of the price match they had reneged on.  If I had known no order could be handled properly independent of a vendor side sales ticket being created I would have forced the issue.  I had already accepted the offer once and it was not done, nor was the price match done.  It didn't seem advantageous to trust that process again.

  I received the signature required package at my actual door on 4/20.  By 4/24 the defective product was being sent back...with note included to not return to me, but instead refund/exchange product.  On 5/3 the product was received at the manufacturer.  Also on 5/3 I received an email stating it would be **** days repair time before it would be ready to ship back out.  On 5/3 I sent 2 emails to 2 different email address saying the same thing.  --Do not send the product back. Exchange it for the lesser model and refund the difference.  On 5/3 I received a reply stating that I would be charged a restocking fee if I wanted to make an exchange...regardless of whether the product worked or not.  I immediately replied. What kind of exchange policy is that?  Charge a fee for a defective product exchange?  To this day I have yet to receive any follow up explanation or help in regards to the exchange.  Instead....on 5/4 I received a new shipping notification that the product I expressly said repeatedly to NOT send back was being sent back.  I of course started emailing and calling.  Two emails on 5/4 inquiring about the shipping of the product, the unanswered questions about the exchange, etc.  5/10 another email...this time also inquiring about where the package I didn't want actually was.  Again and email on 5/13, 5/14 and 5/24.  And phone calls made in this time frame too.  I was told over the phone that an inquiry with *** would begin.  I guess the useless attached images are that?  After my inquiry on 5/24 I just waited.  To this day the exchange, restocking fee, package has not been resolved nor addressed with me directly.  On 6/19 I gave up waiting for the company to do the right thing or anything on their own and reached out to BBB.

  None of this would have been necessary if they had addressed the exchange of products when they had the original defective unit back in their possession. They were perfectly aware that I did not want that product and wanted, not a full refund but a simple exchange.  They chose to send the package without a resolution of the email chain regarding the exchange.  And they have chosen to ignore the customer in regards to the package itself.  The very least they could do would be to engage with ***.  They should have done it on 5/10 or 5/13 or any of the other days when I told them there was still no package here.  It's 2 months down the road and yes they should still do it.  But no, that is not a sufficient response.

  And yes, I have copies of the email exchanges that I can clip and send if need be.

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

• Initial Complaint

  Date:03/23/2023

  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.

  Date of Transaction: 3/9/2023 Amount of Money Paid to the business: $1.069.63 What the business committed to provide: A free 5-Year Warranty with my purchase of a Theradome PRO LH80.Nature of the Dispute: After several calls, Theradome continues to not resolve my dispute. For over 5 business days, I attempted to call customer service at ************ to let them know that the product detail in my order summary email did not show the free 5-year warranty. I could not leave a voicemail because the mailbox was full. I then called the order department again ************** to let them know that I could not make contact with customer service. An order department representative also attempted to call and could not leave a voicemail message as well. She (******) told me she would send a message to have someone call me. The order department assured me that customer service would apply the free ****** Warranty and assured me that I was not being scammed. When I finally was able to reach customer service, I told them my purchase was based on the free 5-Year Warranty. I told them that I initially placed the order, asked the order department representative to confirm that the purchase would come with a free 5-Year Warranty. She (****) assured me that it did prior to placing the order.The business has not tried to resolve the issue and it has dragged on for over two weeks.Order ID ********/Issue Ticket No. 202052580/Source SO-TDM236831/Invoice No.-TD/2023/2719 and Reference TD/************

  Business Response

  Date: 04/05/2023

  Hello ********************,

   

  After researching this issue, we will make an exception in this case and issue *************************** a free 5 year extended warranty valued at $295.00. We only offer $100 off of this warranty when customers call in from our TV ads and upgrade from our EVO model to the PRO model. We value ********************** as a customer and hope this will resolve her issue. I have instructed our customer service team to email her the warranty information. 

   

  Best,

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

  Vice President of Customer Service

  ********************** Inc. 

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

  www.theradome.com

  Customer Answer

  Date: 04/07/2023

  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:01/19/2023

  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 applied for Affirm credit and was approved. However upon trying to purchase through this company I received a system error during the check out process! This company is negligent and engaged in nefarious business practices. ****** advised me that 5 orders were placed with this company but that the company is at fault. I wanted one order and was provided deceptive information and am absolutely appalled by this nonsense!

  Business Response

  Date: 01/20/2023

  This customer was not approved for Affirm Financing for Theradome EVO 40 laser helmet according to our finance department. We have processed thousands of orders with Affirm.  As you are aware, financing companies do not open up 5 accounts for the same item. Please have the customer provide us with proof of his Loan with ****** and we will gladly send him a new link to complete his order. He tried to click on the link provided to him more than 9 times. If he was approved, he was supposed to wait at least one hour before clicking on the link and processing his payment. Our agent notified him of this, however, he was very impatient and clicked the link anyway which voided out the link. That is why he received the error messages. As soon as we get this verification we will immediately take care of this and get *************************** his Theradome laser therapy helmet. 

   

  Best,

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

  Vice President of Customer Service

  Certified ************************************* ******** Hair Loss Expert

  Theradome Inc.

  www.theradome.com

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

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18856659
  
  I am rejecting this response because:

   

  I didn't receive a response and there is no response on your

  portal.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18856659
  
  I am rejecting this response because:
  Absolutely defamation as my credit with Affirm was never an issue! I have $5000 credit with them. The issue is with the link sent to me by your sales rep who confirmed that my difficulty order is a common issue for those provided a link to order for a $100. When I ordered last week Affirm confirmed that five orders were placed. Fact! Today when I tried to order via the sales representative link, I again received a system error message. I again called Affirm and  was told three orders were placed. I did not order three times today nor 5 times last week. I was again told that the issue was with this company. I then ordered directly from the website and my order processed without the promised $100 discount. For this company to claim that I was denied credit by ****** is blatantly dishonorable, egregious, nefarious, defamatory, and a violation of the Federal Fair Credit Act.

  I demand that this company revoke their dishonest nefarious response and acknowledge that you were responsible for this glitch, NOT me.  I will seek further action should you refuse.
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/26/2023

  After further review, **************** was approved for Affirm. The problem is that ****** did not approve his initial payment due to the fact it had a discount attached to it with the link that we sent him. So after sorting this out, we had **************** go on our website and make a payment in full without the discount and his payment went through. His unit has been shipped. We are applying his discount to his 5 year extended warranty. Please remove from our our initial statement that he was not approved, when in fact he was. This is an error coming from the finance company's policy regarding the way in which discounts are applied. 

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18856659
  
  I am rejecting this response because:

   

  This is not accurate and not an apology. Affirm is not the issue. I was told that the invoice s not by the company is the issue. Obviously since when I directly ordered, the order processed correctly.

   

  Please take complete responsibility and stop deflecting and blaming others. My credit NEVER was an issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/10/2023

  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 ordered a Theradome EVO LH40 for $645 on order SO-TDM228404. I decided I didn't want to use it and contacted support. I was in contact with a person named ****** who informed that that I could return the helmet for a FULL refund, minus a $75 shipping fee. I agreed to those terms and returned the helmet. The refund I received should have been $570 (full price minus the shipping fee), but they only issued me a refund for $483.75. I reached out to support to ask about this and they told me that they also charged me a restocking fee. This restocking fee was never mentioned to me, and in multiple emails, it was stated that I would received a full refund of the purchase price, minus the $75 fee. I would like to be refunded the full amount promised of $570.

  Business Response

  Date: 01/13/2023

  To whom it may concern:

  Our accounting department made an error on ********************** refund. We owe him a balance of $86.25 which will give him his full refund that he requested. We have already refunded $483.75. The check is being mailed to his home address at ******************************************************************************************. We are emailing ********************** letting him know that this issue has been resolved. Please let me know if I need to provide any additonal information. I can reached at ************ or via email ********************************

  Best regards,

   

  **********************;

  Vice President of Customer Service 

  ********************** Inc. 

  www.theradome.com

  Customer Answer

  Date: 01/16/2023

  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. Thank you for looking into this and getting it resolved.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/02/2022

  Type:Order 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 a hair restoration helmet from Theradome and just found out I have a mass. I might be needing chemo as a result. Theradome will not issue a refund unless I send confidential medical records to prove my reason for wanting to return their product. First, its none of their business my reason for wanting to return it and second, its horrifying that they want my doctor to get involved.

  Business Response

  Date: 12/03/2022

  To whom it may concern:

  Ms. *********************** purchased the Theradome LH80 PRO on November 23, 2022. We are saddened to hear of her ailment as she readily disclosed to us her medical condition via email to our agents. As we stated to ******************, we are more than happy to issue a refund minus our 25% restock fee. This is our standard terms of our refund policy which is posted on our website. If there are extenuating circumstances, as in her case, all we simply ask for a doctor's note to verify her medical condition as to the reason why she cannot use our product as intended. When a valid medical note is produced, we will gladly waive the service fee and refund her the 100% of the purchase price. If no doctor's note is produced, we would simply provide a refund minus a 25% service fee. Please note we have not denied a refund to ****************** as she claims.  In addition, all of our business transactions are confidential and we do not disclose any private information about our customers information as this is part of our corporate terms and conditions.
  

  Please click on the following link to refer to our published refund policy on our website: https://theradome.com/help-center/money-back-guarantee

   

  Regards,

   

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

  Vice President of Customer Service

  ********************** Inc. 

  www.theradome.com

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

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

  Customer Answer

  Date: 12/03/2022

  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:11/02/2022

  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.

  Theradome under warranty. A crack was identified in product. Theradome sent *** label for return. Sent 09/22/2022. Hadnt received Theradome back. Called service department and **** said working on. Then received email that purchase price and warranty cost remitted to Amazon. Called and **** left voicemail that ignore ****. **** review with his supervisor. Waited for product and left message. No return call from Theradome. They wont respond to me.

  Business Response

  Date: 11/08/2022

  After researching *********************************** case, I found out that he did not receive a replacement unit because of a technical issue in our return department that rarely happens. 

  This case has been amicably resolved. I have contacted ******************** and have since then sent him out a brand new Theradome (which he confirmed receipt of ) and also included a complementary 5 year extended warranty which includes:
  
  -Free repair or a brand new helmet if your Theradome gets damaged regardless of the cause.
  -Free upgrades to maintain your helmets premium performance.
  -VIP priority troubleshooting and customer service.
  
  
  Here are his tracking details:

  Order number: SO-TDM223532
  Order date: 11/04/22
  Shipment carrier: ***** Ground (3 - 7 day) : Residential : No Signature Required (Free)
  Total weight: 5.3 lbs
  Tracking number: http://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1Z05R2W10318713462

  If you have any questions or concerns feel free to contact me.

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

  Vice President of Customer Service

  **********************, Inc

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

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

  www.theradome.com

   

  
  

  Customer Answer

  Date: 11/08/2022

  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,
  
  *******************************