ComplaintsforKailo Labs LLC

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order on 12/10/23, 1 Patch with adhesives. They shipped it 12/11/23 with no tracking number, it was lost in the mail. I asked for a refund, they refused and sent a replacement, with tracking and I have not received it yet. I also asked them to cancel any and all subscriptions but was told I have to pay for 2 subscriptions before canceling. They do NOT have my permission to charge my credit card for any more patches. I do NOT want to do business with this company and all I want is to not pay for any subscriptions or to purchase anything else. Keep the money for the lost one. After hearing all the complaints, I really dont want to do business with this company ever!

  Business response

  01/16/2024

  Hi ******,

  I am refunding you your money and cancelling the subscription that you signed up for, which was completely clear on our website when you signed up for it. Please in the future read carefully what you are buying and agreeing to. 

  Team Kailo

  Customer response

  01/17/2024

   
  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

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We order the patches and they do not work. Simple. Our order number is ************** We are withing our 90 day return period. We have left messages at office and no response.

  Business response

  09/15/2023

  Hello,

  Here are the return instructions you were given on September 14th from our agent Lizzy. I think you received it because you did respond, thanking her for the information:

  Hi ******* and *******,
   
  Thank you for reaching out! I hope this message gets to you as I am aware that some customers have had issues in the past with our emails getting sent to their junk folders. I am sorry that you were unable to find relief. I hope you will find a good solution for your pain!
   
  Attached is a return authorization form. Please print it, fill it out, and return it along with your Kailo patches and unused adhesives, and any extra unopened 5 or 10 packs of adhesive. (Only unopened and unused 5 and 10 packs of adhesive or rolls of KT-tape are eligible for a refund.) The return address is on the form. Place the form, your patches, the unused adhesives that came with the patch and any adhesive 5 or 10 packs or rolls of KT-tape in an envelope. You should have it weighed at the post office to determine correct postage. It is also wise to get tracking on your package so that you have a record of the return in case the post office loses your return.
   
  Please note that all Kailos must be returned, including free ones, in order to receive a full refund. Partial returns will receive partial refunds.
   
  Your return authorization number is ************. Your order number was **************. Once we receive and evaluate your return, we will issue your refund accordingly (this process can take up to 5 business days). It then can take 3-5 business days for credit cards and 5-7 days for PayPal to show the credit on your account.
   
  We wish you all the best on your health journey.
  
  All the best,
  Lizzy
  Team Kailo
  "In a world where you can be anything, Be Kind"

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  06/01/2022 $100 paid for item Kileo pain patch is a scam, the item does not work as described or period. Company does not answer emails or phone calls to troubleshoot or dispute the item. People do your homework this item is a scam!!!

  Business response

  01/27/2023

  Hi ****,

  We have no orders under your name or email. We have not received any communication from anyone with your name or email. Please reach out to us at ************************************ with the name or email on your order or an order number and we will be happy to help you with a refund if you are within the 90 day return window.

  Team Kailo

• Initial Complaint

  08/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/1/2021 - I purchased 2 Kailo patches online. They were delivered on 8/7/2021. I tested one of the patches for 24 hours and found it did not stick sufficiently when sweating. 8/8, 8/12, and 8/13 - I sent 3 emails requesting instructions for returning both patches and getting a full refund ($156.38). No response has been received and there is no phone number for me to call to follow up.

  Business response

  08/17/2021

  Hello,

  The only message we have received from you was when you asked about tracking for your order. If you will send us a request for a refund to [email protected] you will receive return instructions. I do not know where your previous requests were sent, but we did not receive them.

  Customer response

  08/17/2021

  
  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. 

  Please do not close this case until I have confirmed they have respond to my email I just sent.  All of my emails were sent to [email protected] . I just sent a 4th email to the same email address.

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

• Initial Complaint

  08/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 3 kailo patches and extra adhesives on June 04, 2021. They did not work. Also broke out from the patch. Want refund. Emailed three times and called three times since July 17, 2021. No answer. Need Return authorization and refund. They have a 90 day guarantee. order # ********-kailo ******* ********  - Please contact my son ***** as he is helping me return them.

  Business response

  08/06/2021

  Hello,

  I am so sorry, but I have looked through our records and we have responded to all of your emails. There seems to be some sort of issue with you receiving them. I just spoke to your son and he gave me an alternative email address to which I forwarded all the previous responses. He will text me when he gets back from his trip if these messages still did not go through. In those responses are all the paperwork and instructions on how to do your return/refund. Have a great day.

  Customer response

  08/09/2021

  
  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.

  I mailed my product back to them for refund per their request.
  
  Sincerely,
  ******* ********
  

• Initial Complaint

  07/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ourchased pain patches on July 4th when my husband hurt his back--the company advertises 100% hassle free returns. it took me several days to get them to reply to my return request--I sent the items back and have a tracking number and the weight of the package. they emailed me to claim I only sent half the order back and I am only getting a partial refund and that is a lie. I returned all of it and have the tracking label to prove it. PLEASE help me as this is a blatant money grab.I spent $222 and they only gave me back 116. please help me

  Business response

  07/23/2021

  Hello,

  We received 2 of the 3 units that were purchased. We refunded accordingly. Everything on our website, in our return instructions and even on the return authorization form that was sent the customer informs the customers that they need to return all of the units for a complete refund. We refunded for what was returned. No money grab. Just doing exactly what we tell customers we do with partial refunds. However, if you close this complaint so my time can be better spent, I will refund the rest of the money. 

  Customer response

  07/23/2021

   
  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. I do not have what they asked for but as long as i have the refund I’m fine
  
  Sincerely,
  ***** *****
  

• Initial Complaint

  07/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This item flat out does not work and they offer. 90 day 100-% guarantee - however no one will give me the address to return or respond to my pleas. I think they are hoping the time will pass and i won’t be able to return. I really need your help i bought this for pain and it simply doesn’t work. This is Oder number ********

  Business response

  07/19/2021

  Hello,

  We have not received any communication from this customer asking for a refund. All she needs to do is send an email to [email protected] and she will be helped usually within 24-48 hours. Again, we have not received any requests from her at all. Please pass this info on and we will be happy to help.

  Customer response

  07/19/2021

   
  Complaint: ********
  
  I am rejecting this response because: I have emailed them half a dozen times with no response.
  
  Sincerely,
  ***** *****
  

  Business response

  07/22/2021

  We have not received a single communication from this customer except those that are coming through the BBB. Our email should you wish to do a refund is [email protected]. I guarantee that if you request a refund through this email, you will receive the information that you need. However, attached is a return authorization form, please fill it out and return your Kailo along with it to the address on the form. Your RAN is ************. 

*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. ↩