Complaints

This profile includes complaints for Kiierr International, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Kiierr International, LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Kiierr International, LLC

  Slc, UT 84105-3211

• 

  Kiierr International, LLC

  23123 E Via del Sol Queen Creek, AZ 85142-1275

• 

  Kiierr International, LLC

  863 E Downington Ave Slc, UT 84105-3211

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:03/24/2025

  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 purchased the hat 272 MD from Kiierr 5 days ago it arrived on Thursday, I changed my mind and requested to send it back on Friday, the service team there st Kiierr proceeded off the jump to argue and be very combative about keeping it for 7 months and keep it! I told them I changed my mind, I did not use it and will not use it, I am returning it it is unopened, they refused it! This is pure bait and switch used car salesmanship! I have literally never seen this type of unprofessional business before! They simply after I emailed the refund team said same thing keep for 7 months and they will not return because they are a small company, that is just a very non customer centric experience, how can they stay in business treating any customer this way, I want to file a lawsuit against them for defamation and eventually go after them for in court, if they are doing this to me, I believe they do this to everyone, this is terrible! I just changed my mind in a day and to get this much pushback and repeated negativity I have never experienced this anywhere in my life, as I am a ******* executive! And worked at ****** as an executive so I know how it works!

  Business Response

  Date: 03/25/2025

  At Kiierr, were a small business and are always upfront and transparent with our policies. We do not accept returns based on buyers remorse. As clearly outlined in our return policy, refunds are only available through our growth guarantee, which requires consistent use for 7 months. This policy is readily available for review before purchase. We understand that larger retailers like ******* or ****** may have different return structures, but as a small company, we simply arent built to operate the same way. Our policy is in place to ensure fairness and to protect the integrity of our product and guarantee program. Its not an unrealistic expectation, but rather one thats standard in the specialized health and wellness industry. Were sorry for any frustration this may have caused, but we must apply our policies consistently for all customers.

  Customer Answer

  Date: 03/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this unsatisfactory and no company operates this way and there is nothing in any print stating no return , I only received unopened and they persisted not to take it back, I literally have never heard of this, this is unacceptable and this is a civil law suit and this is predatory practices, how can they stay in business doing this to customers?
  
  Sincerely,
  
  ******* *********

  Customer Answer

  Date: 03/27/2025

  I am rejecting this response because the company Kiierr didnt even have the custom service friendly after 1 day unopened product to return it, instead they persisted to argue with me and persist and jacket me keep it for 7 months, being in customer service myself as a Amazon executive this is purely incompetence unacceptable service to have someone keep something after 1 day and repeat same thing and argue with a customer. I will never return, I want my money back, I will take this company court and refund me and file a civil suit. Very unprofessional and not how you deal with anyone, never force someone to hold something after receiving it for a day and telling them to keep it for 7 months! Pure fraud, and say you cant afford to do a return, that is a lie, you have been through before with other customers, you have a bad history!

  Business Response

  Date: 03/31/2025

  Were sorry to hear that the customer remains dissatisfied, and we genuinely regret that they feel their experience was negative.
  However, our return policy was clearly stated prior to purchase and is consistent across all customers. As a medical device that comes into contact with the scalp, the cap is not eligible for return unless the customer completes the full ******* treatment period under our Growth Guarantee, which is explained on our website, in the order confirmation, and included with the product materials.
  This policy is in place not to be difficult or inflexible, but to protect the hygiene and safety of our customers. Once a product has been shipped, even if unopened, we are unable to verify whether it has been handled. For that reason, we cannot resell or restock it, and it is not eligible for return outside of the conditions of our guarantee.
  We understand that the customer may be experiencing buyers remorse, and while we empathize, that alone does not meet the criteria for a return under the policy they agreed to at the time of purchase.
  Our support team responded to the customer with courtesy and professionalism, explaining the policy and offering guidance. We respectfully stand by our terms and hope the customer will take advantage of the product and experience the results it was designed to deliver.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23106766
  
  I am rejecting this response because: They still havent resolved anything, they failed to call, help or refund, any customer after receiving a product less than several hours and changing their mind based on quality wants to return it unopened and Kiierr refusing it is unacceptable, I have looked at their history they have returned customers products and argued repeatedly with customers with no resolve this is incompetence.

  Being In customer service leadership ai have never heard of this in my 30+ years of business.

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

  Business Response

  Date: 04/03/2025

  We understand your frustration and are sorry this experience hasnt met your expectations. As a small business, our return policy is clearly outlined before purchase and applies to all customers. Because our caps are classified as medical devices, we cannot accept returns based on a change of mind, even if the product is unopened.

  
  Our team did respond via email to explain this, and were happy to continue the conversation if needed. We know larger retailers operate differently, but our policy is in place to protect product integrity and ensure fairness across the board.

  
  We truly appreciate your feedback and are here if youd like help getting the most out of your purchase.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23106766
  
  I am rejecting this response because: I still do not accept that response, that is unacceptable for not opening the merchandise which doesn't make sense for your vague answer and unprofessional response or not refunding me and continuously fighting me. This is not right and illegal, it doesn't matter how big of a company you are, you still can take a unopened product and return it and take care of a customer, stop sending me vague responses.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 04/07/2025

  We understand that the customer remains unhappy with our decision, and we truly regret that this experience has been frustrating. While weve done our best to respond clearly and respectfully, we must now respectfully stand by our established policy. Weve addressed the concern thoroughly and have nothing further to add. We appreciate the feedback and wish the customer all the best moving forward.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23106766
  
  I am rejecting this response because: Still not acceptable for this business to charge me for no return and it doesnt matter, no calls or nothing, not professional at all. This business to be shut down.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:02/28/2025

  Type:Customer Service 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 have tried contacting customer service through text messages and emails and haven't receieved any responses back. Product is producing servere itching from use of the red light helmet

  Business Response

  Date: 03/03/2025

  Im sorry to hear about your experience and any frustration this may have caused. After reviewing our system, I do not see any emails associated with the email provided in your complaint. Please know that we respond to all customer emails the same business day, and I want to make sure we get this resolved for you as quickly as possible.

  
  Itching can be a normal reaction as increased circulation stimulates the hair follicles, but it should not be severe. We want to ensure your comfort and satisfaction, and we are happy to assist with a return or exchange if needed.

  
  Please reach out to us directly at ************************************************************, and our team will be happy to assist you right away.

  
  Looking forward to helping you!

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair 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.

  On May 6 2024 I purchased from your website a new grey power pack and a new charger..I can't find my charger but thought I should get a new power pack. I paid $99 for both...I only would like the new charger for the gray ****************** Pack!Please note* there is ABSOLUTELY no way to replace the Power Pack because it's attatched to the helmet ...I m calling my bank tomorrow morning and cancel this ENTIRE order....I ONLY need a cord to recharge the Power Pack. WHY do you sell this ****************** Pack when there is NO WAY to replace it! That is unless you buy the item that sits on top of your head??

  Business Response

  Date: 05/07/2024

  Hello. We are happy to help you resolve the issue with your battery. Please reach out to our service department via email at ********************************** and they will take care of you. We will ensure your cap and battery are in working order. 

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair 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.

  Company states a money back guarantee, and has a "Try It Now Risk Free" link, however, does not stand by its product or guarantee. The cap hurts my head as it sits on it and i have asked for a return and refund. after having to go back and forth with them through email for weeks they have reluctantly finally granted a return with a 25% restocking fee. quite absurd to happening for someone who cannot wear the cap due to the design being flawed and inconvenient to wear as it requires 20 minutes of painful usage at a time.

  Business Response

  Date: 04/25/2024

  This customer emailed our refund department on 4/18 and we approved the return on 4/24. There were not "weeks" of communication with our refund department nor was the refund approval "reluctant." We allow all customers to return the cap after 7 months of use, minus the standard 25% return fee. We made an exception for this customer to return the cap now rather than at 7 months and are only charging the standard fee. 

  Customer Answer

  Date: 04/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  your site clearly states to try it risk free, which i did. the cap does not fit my head well, there is no need for me to use your cap for 7 months when all it does is hurt my head due to the discomfort.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 04/26/2024

  The cap does not need to be a perfect fit to work properly. However, we are allowing an early return under the same policy guidelines of the 7 Month Growth Guarantee. 

  Customer Answer

  Date: 04/28/2024

  this is not a discussion about it fitting properly or not, its a fact that your site states a risk free trial, and the cap hurts when sitting on my head.

   

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:01/22/2024

  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.

  Order No. ***** - I received the 272 laser cap on 1/15/2024. I wore it that evening as directed. Throughout the night and into the end of the next day, my scalp was throbbing. I also had a severe headache throughout the day after wearing the cap. Because of the pain it caused me (adverse reaction), I cannot use the cap and need to return it. When calling their 800# for service or emailing ****************** at least 8 times each doesn't get me anywhere. All of my emails were not deliverable by google. You cannot talk to anyone by phone. I got through by complaining on their chat feature...the return chat reply said to contact ***************** to request a RA#. I have not received a reply as of yet. I need to return the cap. I cannot keep it. I financed the cap and cannot afford to pay for an item that causes me pain.

  Business Response

  Date: 01/23/2024

  We have already responded to this customer via email to address her concerns. She emailed our refund department on Friday 1/19 and we responded on Monday 1/22 as we do not work over the weekend. The customer has received our reply and responded accordingly. 

• Initial Complaint

  Date:11/24/2023

  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 have been trying to call them all I get is a recording to email them, I have yet get a answer in 4 months. my cap is broken and want to get it serviced. them do not answer at all. what do I have to do to talk to them none of the phone numbers get answered at all.

  Business Response

  Date: 11/27/2023

  All service correspondence is handled via email. As soon as we receive an email from the customer we will assist with any repairs or replacements. The service department email is ****************** and all messages are responded to within 1 business day or less. 

• Initial Complaint

  Date:04/27/2023

  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 would like my refund. I sent back the item at the beginning of April. It is now towards the end of April. They tell me it can take up to 14 business days to process a refund. However, they confirmed receiving the item. They are just holding onto the merchandise and the money. I am not sure why. I have emails with proof that I have returned the device and they have confirmed they have received the device. Where is my refund?

  Business Response

  Date: 04/28/2023

  We received this customers package on 4/18/23. Today is the 7th business day upon receipt. As we informed the customer, it can take up to 14 business days for refunds to be issued. They were aware of this before shipping the product back. We have informed them that the refund will be issued on or before 5/8/23, which is 14 business days from the date the package was received. 

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19991005
  
  I am rejecting this response because: it does not take 14 days to issue a refund. They are doing something improper with peoples money.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/26/2023

  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 purchased the laser cap on 9/17/22 for $839.95. I bought it due to the 7 month money back guarantee if it did not work. I also registered the product with a before photo as instructed to invoke the 7 month money back guarantee. Well it did not work at all and in fact made my hair worse. My return date was 4/21/23 and I have had numerous email to the company, sent my after photo as requested which shows no change, and have no Return Authorization sent as yet. Have been trying to get my RA number since 4/21/23 to no avail. I have the laser cap packed and ready to go, but they have not responded with my RA number as yet. **************** for this company does not exist. You cannot talk to anyone. What a SCAM. DO NOT BUY FROM THIS COMPANY.Company has all supporting documents , including all my emails. They are just not honoring their return policy.

  Business Response

  Date: 04/27/2023

  This customer first emailed our refund department on 4/23 and we responded 4/24. They were given return instructions on 4/26. We have been nothing but responsive, helpful and have honored our growth guarantee as outlined in our return policy. The statements that our company has not responded and is a scam are completely false. 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19984601
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/10/2023

  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 ordered a cap. It was always breaking. Ive had 3 batteries that have all gone bad and the cap itself only lit up have the lights. I have continually tried to return but because they kept telling me I hadnt used it 7 months because of it breaking they FORcED me to keep it. I registered it. Took before after pics (didnt change one thing except my hair got worse. This company is a scam and I want my money back. This has been a close to $1000 hassle that is their fault and not mine. They make a crappy product and force you to keep it. Im mailing it back today without an authorization number because this is not fair the me the sonsumer

  Business Response

  Date: 04/11/2023

  Customer received the cap June 2021. She had an issue with the cap turning off and shipped the unit back November 2021. The issue was a short in the cord which was replaced.

  She then had another issue with the cap turning off in June 2022 so we sent another label and had her return it. When recieved, we saw the battery was damaged (seperated in half) and the cords to the cap had damage (cat teeth imprints). Although it was user damage which isnt covered under warranty, we still chose to replace the cords and battery once more. 

  She did not contact us again until March 2023, so she had another 9 months of uninterrupted use with no reported issues. This is well passed the return window. We told her if she is having any other problems, we can replace the entire unit under the 2 year warranty. 
  

  
  

• Initial Complaint

  Date:01/04/2023

  Type:Customer Service 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.

  Hi, my first concern is the lack of customer service to support this product. This is an expensive purchase and investment and one not made lightly. I have questions regarding cap size, associated vitamins and the amount charged in my credit card. After countless phone calls, messages, and emails I have lost confidence with this company and hence the claims made by them. I have never in my experience as a consumer had this much difficulty reaching customer support. I just need someone to call me do that I can have my questions answered. I see that many others have also voiced similar complaints. This type of poor consumer support is damaging to their credibility and causes great frustration for the client especially given the nature of this purchase. Help!

  Business Response

  Date: 01/10/2023

  This message is in response to complaint #******** for ********************

  We determined that there were 2 responses to the client that had a typographical error in the email address.  Therefore, she did not receive these 2 messages.

  However, we at Kiierr pride ourselves on customer service and we are working diligently to eliminate such communication errors and have made immediate changes as a result of this situation.

  We have reached out to this important client by phone and have had several text conversations to ensure satisfaction of her questions and concerns.

  We followed through with all known requests regarding product, product charges and promised credits to the client's account.

   

  We will continue to stay in proactive contact with **** and hope that **** is satisfied with our commitment to her.