ComplaintsforCurallux LLC,
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Complaint Details
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Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On November 22, 2022, I began therapy with ********* to address my hair loss. I purchased a $695 Capillus laser cap from Curallux, which included a five-year warranty. In October 2023, the cap developed wiring issues. Curallux instructed me to send it back for repair. Despite numerous follow-*** from December 28, 2023, to May 14, 2024, Curallux has failed to resolve the issue. They closed a case with *** without providing a replacement or refund, disregarding their responsibility under the warranty. This ordeal has been mentally taxing and showcases their poor business practices. I demand a resolution promptly.Initial Complaint
04/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a health/cosmetic device from this company in the sum of *****. The item was defective after a month. I requested a replacement device from the company. They said no replacement they would fix it. The item doesn't hold a charge or power on. I was told to ship the item back to them at cost to me. I would have to pay to ship it back and pay insurance on a ***** item. I did, which cost me another $55. I then contacted the merchant after tracking said item was delivered by **** tracking, the merchant claimed they didn't have the item. Item was attempted for delivery, failed and brought back to post office based on a suspicious address. According to the post office, the merchant was contacted and an individual from their business went back to pick it up at the *********** in *****, **. It was signed for. They denied this. They are running a scam. After threatening to take them to court the item magically appeared after 4 weeks time. Now they are saying there is nothing wrong with the defective item, I asked for a refund. Which I have no answer and no returned item. I just want a refund at this point as the item is defective and I still have no received it back. I also can not use a defective non-working item.Initial Complaint
05/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased an item from Illumiflow.com The item is supposed to support hair regrowth but instead, the product became hot and made my hair fall out. On February 23rd, 2023 I tried requesting a return but they said they would knock off 25% and that I would have to pay return shipping. I disagreed about not getting my full refund and having to pay shipping when they caused ME damage. I tried contacting them again today and now they are saying I have to wait until August 18, 2023 to return the item but I don't understand why I am not eligible right now since they caused my hair damage. They said it was risk free to try but that is a lie.The amount was for $819.Business response
07/26/2023
***BBB Has Received Business Response***
***See Attachment***
Initial Complaint
08/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a CapillusPro laser cap on May 5, 2022 from Capillus/Curallux. I promptly registered my product. My cap model has a 3 year warranty. I have been using it daily in accordance with the instructions. I recently noticed that the clear inner plastic shield separating the lasers from the head has been developing a foggy film on the inner side which is inaccessible because it is a sealed unit. It is spreading and progressively getting worse as time goes on. I spoke with **** in Capillus warranty support to request a warranty repair or in the alternative, a replacement cap. She told me that the warranty does not cover this problem because it is due to wear and tear. This is absolutely ludicrous since its only been 3 months and Ive done nothing but use it and care for it in strict accordance with the instructions promulgated by Capillus. The foggy film is preventing the lasers from fully penetrating the deepest layers of my scalp and thus in a relatively short period of time when it spreads, will render the cap ineffective in achieving the results that the cap is purported by Capillus to achieve. I am attaching a copy of the relevant portion of the Capillus 3 year warranty which states as follows:Capillus warrants the device against defects in materials or workmanship for a period indicated above from the date of purchase from a Capillus authorized center. If a defect in material or workmanship exists, Capillus will repair or replace the necessary parts with new or reworked parts at no charge.Any replacement part will be covered under the original limited warranty. This Warranty is not transferable and does not cover damages caused by acts of God, misuse, negligence, accident, or modification of any part of the unit.Clearly this defect was not caused by acts of God, misuse, negligence, accident, or modification of any part of the unit. Pursuant to the warranty terms, I am asking for a repair or replacement of the cap.Business response
09/14/2022
***Business Response***
Weve been trying to reach ****************** to have him complete our RMA process to get his Capillus Cap repaired or replace but no response. Please see the attached emails sent of 8/17/22 and 8/19/22.
We will try again to reach him, if he responds to you before we can reach him please have him call us at ************ to complete his RMA.Customer response
09/21/2022
Complaint: 17729776
I am rejecting this response because:
I was told by **** at Capillus that the turnaround time for repair or replacement would be about ***** business days which is at least ***** actual days, plus additional days to be added for return shipping. This is a problem as I have been advised by my hair surgeon not to take even a 1 day break in my treatment at this juncture, since it would be detrimental to my progress. I explained in my last email to **** that I would be open to any reasonable suggestion so as to avoid any break in treatment. I hereby request that Capillus send me a new laser cap and, upon my receipt of same, would immediately return ship the old one.Sincerely,
*****************************Business response
10/25/2022
***Business Response***
Hello, Mr. **************************************************************************************************** style="color: rgb(0, 0, 0); font-size: medium; font-family: Times ****************weight: 400; font-style: normal; text-align: start;" clear="none">
Please in order to move forward with the Service of the device under warranty we are requesting pictures this is for transit purposes.
Thanks for reaching out!
We are sorry to hear the issue you are having with your Capillus device.
Before we can get your RMA (return material authorization) started we will need you send us the pictures as requested below.
Please reply to this email with pictures of the following:- Front of the battery
- Back of the battery
- Charger with the metal prongs facing the camera
- Capillus device without the sports cap on top
- Front
- Back (where cord is coming out)
- Inside (where lasers are)
If you have any questions, please feel free to give us a call at **************. Our office hours are Monday through Friday 8:30AM 5:30PM EST.
The Curallux team wishes you a wonderful day!Customer response
10/25/2022
Complaint: 17729776
I am rejecting this response because:
I was told by **** at Capillus that the turnaround time for repair or replacement would be about ***** business days which is at least ***** actual days, plus additional days to be added for return shipping. This is a problem as I have been advised by my hair surgeon not to take even a 1 day break in my treatment at this juncture, since it would be detrimental to my progress. I explained in my last email to **** that I would be open to any reasonable suggestion so as to avoid any break in treatment. I hereby request that Capillus send me a new laser cap and, upon my receipt of same, would immediately return ship the old one.
Sincerely,
*****************************
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Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.