ComplaintsforCleopatra Mask
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Complaint Details
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Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I bought the mask for $300 in February February. I used it a few times, and then it stopped turning on. I contacted the company several times with a video showing how it wouldnt turn on. Somebody emailed me back once telling me to do something else that didnt work. Ive called the number several times and nobody answers.Initial Complaint
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I ordered this mask on 5/5/24. they have a 60 day refund policy. My order was missing an eye cup. I did not use it because I was worried about my eye health. By the time I received my eye cup the mask did not work. It was fully charged.I do not want a replacement. I want to return it. I have little faith in the product.It was never used and is already broken. I think they are ignoring my requests in an attempt to run out my 60 days.Initial Complaint
06/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- BBB unable to locate business
***** delivered product to wrong residence, although shipping address was correct. I have sent pictures of my home to company to verify that the address is correct and the residence where the delivery was made is not my home. I have emailed them almost every day since delivery but no follow up. Cleopatra mask sent me the ***** pictures of the delivery, which I too have, but of the wrong house and looks nothing like the picture. It's approaching two weeks and no replacement shipment has been sent out. Attached is pic of fed ex delivery, and my home where packages are delivered regularly.Initial Complaint
05/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
Hello, This is about a device that I purchased. I kept having issues and we have correspondence right from day one when I received the device. They kept asking for videos which I provided. All their responses was the same leading me to their instruction manual. I generally am very patient and I tried to make it work. But ultimately, the device is just faulty. I asked for a return. I was given an address, different from where the device was sent from. I didnt think it was an issue bec thats their policy - ask for a return, they will give you an address then provide tracking info. I emailed them the tracking info. I didnt receive a response. Then my return was sent back as it cannot be delivered. My warranty now has lapsed because of the timing of the return. Their website is filled with five star reviews bec they do not upload negative reviews. I want them to respond in a timely manner, provide correct return address and be transparent about their faulty devices. I would like to return the device and get a refund even though the 60-day has lapsed since its not my fault that it didnt reach them on time. I was misled and given an incorrect address.Initial Complaint
05/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- BBB unable to locate business
may 5th Never received the product that I paid for except a moisturizerInitial Complaint
05/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I ordered a red light mask from Cleopatra Mask back in November 2023. The mask stopped working after 4 months. There is no recourse to talk to customer service. I've attempted several times by phone and by email. No response. They claim on their website to have a 2 year warranty.Initial Complaint
04/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have purchased the Cleopatra Mask for ******USD on January 29, 2024., and received the mask in February, after few weeks this mask did not work as advertised. I contacted the seller to returned the mask and to got the refund. The provided me with the address to return to, which I di on 24 of March. I have been waiting for my refund ever since. I have try to contact the seller, yet no one answers the phone. When I check with *** about the packaged, it turns out this address is can not be delivered.Initial Complaint
03/25/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- BBB unable to locate business
Website purports a 60 day refund period and gives a fake return address. Responses are clearly bot generated and another suspicious address was given when asked for a paid return label after spending $23 on postage the first time. No option to speak to an actual person ever. This is obviously a scammer company.Initial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered their LED face mask on 3/7/24 and I tried it for a few days but didn't like it due to discomfort. They have a 60 day money back guarantee. I mailed it back for a refund on 3/18/24 with the address they provided. Now the tracking number shows it was refused by the person there. As I'm searching about this issue I'm seeing that other people had the same issue that the return address provided is a Staples store address. I wish I read about this before.Initial Complaint
02/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Item was purchased in September of 2023. Product broke January of 2024. After several weeks of back and forth with customer service, multiple videos were sent showing the issue they stopped responding to my follow up emails inquiring that the resolution would be. After asking me to send videos the went silent. I paid $299 for this device only to have it break a few months later with no product support. Absolutely disgusting. No resolution has been offered. There is a 2yr guarantee on the website but they will not honor it.
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Customer Complaints Summary
18 total complaints in the last 3 years.
16 complaints closed in the last 12 months.