ComplaintsforCleopatra Mask
Online Retailer
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/31/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I purchased a Cleopatra mask on January 2, 2024. I had issues with the tracking number they sent and had zero response with help tracking the packaged. After 3 weeks the package did arrive. The cleopatra mask was fully charged by me and worked only 1 time properly. I've tried calling their website phone number and all I get is an odd message machine. When you email they've responded once with directions to return but the address they gave is for Staples. I have no faith I'll actually receive a refund for a product that never worked. Beyond frustrating and this company is a scam.Initial Complaint
01/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
The transaction date, 01-03-2024; online order to their web site where I paid $299.00 . The company website states there is a 60 day guarantee for a return policy. However there are no return instructions. Only an email to request refund instructions. They have not responded to the several attempts to access the return information. The phone number listed is never answered. I solely wish to get a response for the return information so I can get my money back.Initial Complaint
12/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased the Cleopatra Mask on 7/24/23 for $276. The order number is CM2115722 and was delivered to me on 7/31/23. The mask has been malfunctioning and progressively getting worse for the past 2 months. I reached out to the company on 12/14/23 describing the issue and asking for assistance. They responded back requesting a video of the malfulction which I provided to them on 12/18/23. They responded on 12/18/23, after receiving the requested video, asking me to describe the issue yet again which I did on that same day. They responded again asking if it was in warranty and suggesting that I do a reset and that they could provide me with those instructions if needed. I responded immediately asking for those instructions. On 12/19/23, when I had not received a response, I reached out again requesting those reset instructions. I received a reply that they were having trouble looking up my order and that my case had been escalated and they would be sending those instructions. On 12/22/23 when I still did not have reset instructions, I reached out again saying that they had my order number and that I didn't understand why they could not send reset instructions. They replied again thanking me for my patience and again mentioning escalating my case but not telling me why they couldn't send reset instructions now.Initial Complaint
12/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The transaction date, 12-10-2023; online order to their web site where I paid $299.00 for an LED mask. Their immediate message to me confirmed that I must cancel the transaction instantly, which I did and that's when the litany of email excuses began. I enlisted Apple Credit, who I paid the order through to obtain a refund via a complaint I submitted. The business has agreed to the refund many times, only to continue communication via email that despite agreeing to cancel the order, they continue to update shipping information, a tactic I now learned is their means to force Apple to remit payment to them. They furnish tracking information under order #CM2127535; with the tracking number of #YT2334621222004673, on an untraceable out of the US site. They continue to advertise their company on this web site: ********************************************* I'm not alone, BBB has a file of complaints, and I regret being unaware previously.Initial Complaint
12/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I cannot get a hold of Cleopatra Mask **************** via their ***** line, local phone number or online form. Both phone numbers return a message that the call cannot be completed at the time or something similar like the company has gone out of business or is on fire. So I filled out their online form describing my issue and no response. What do I do? I bought a mask over Labor Day, charged it once, used it 3 times and then tried to use it again and it was out of charge. OkayI plug it in, charges all day but when I go to turn it on - nothing. No lights. I replug in and soon discover what is happening. It only charges for approx. ***** minutes then the light turns green like it is done so it stops charging. (If its actually charging at all) This is one of the downsides of shopping early for xmas. I did not pay attention to the refund window only using it 3 times since Sept. because I did not want my husband to see me! However, there is a 2 year warranty that should cover whatever is happening. I just need to get in touch with someone but after reading other complaints Im not feeling very hopeful about that. I have never experienced anything like this. The company claims to have this big media presence but I just cant see how that is possible. I may try to reach out to some of these media outlets to share my discontent. Buyer beware.Initial Complaint
09/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Item was purchased in March of 2023. Product broke August of 2023. After several weeks of back and forth with customer service, multiple videos were sent showing the issue. However, no resolution was offered. There is a 2yr guarantee on the website.Initial Complaint
07/11/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Hello, On 7/5, I ordered the Cleopatra Face Mask. I then proceeded to contact customer service to ask a variety of questions. I am mostly concerned about the safety of the mask. I contacted them by email, Instagram and have called several times though the number only rings twice then I'm sent to voicemail. I am concerned this company is not legitimate and would like to return the product which I haven't even unboxed. Using their online return portal, I submitted the return request and am met with an error that says 'Something went wrong while sending your request' (image attached). I fear this company is intentionally making it difficult to return the item and my issues contacting customer support only make me further believe this is true.I simply want to return the product. Can someone please assist?Thanks,******Initial Complaint
06/01/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Cleopatra Mask. The business is misleading people that their products are based in ******* and ******. The products are coming from *****. I do not buy products from *****. Also, the business is refusing to give their location of business for *******. I brought this LED face mask with the understanding from the website and from emails between Cleopatra Mask that the product would be coming from their home based in *******/**. I want my money returned and to stop this business from sending in products from ***** as they are misleading people. The products are coming from a ***** Warehouse. Also, they have no psychical address as they are using a IPostal location at Staples *********************************************************** Also, they have never seen anyone from Cleopatra Mask as the complaints have come in and returns of boxes of their product not being picked up. ***** are to take the packages of the return in the Cleopatramask IP. But the returns are never picked up. I have called Cleopatra Mask 1 800 several times. No answer. It is linked to a ****** subscriber account with a voice message. this issue has been going on since I purchased the item on Dec. 30, 2022. I purchased this item with my Apple ******* Sach credit card. I want my money $269.10 refunded and this business closed.. I was trying to file the name of the business with BBB. But they refuse to send me the business address located in *******. I only found out that Staples is their location to transport items in and out from *****. Staples - ************** IPsoatal Ipostal ************** Clopatra Mask -************** ****** Account Vitual Mailbox. in products from ***** through an IPostal address in ******* and **. This is the other address they are using for their ** address: Another IPoatal Address **************************************************************************************************************** Clopatra Mask. A complaint have been filed with Apple Card and Cleopatra keep sending in false information about I never contacted them.
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Customer Complaints Summary
18 total complaints in the last 3 years.
16 complaints closed in the last 12 months.