ComplaintsforSolawave

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 2 items from Solawave in July - a red light face mask and red light neck mask. I received a box in July and opened it in September. The order (SW600108) did not have the neck mask but had a cleanser instead that I had not ordered !! The price of the neck mask is $299 (+tax) and I ordered when it was at a discounted price of $223.3 (including tax) . My total payment was $483.65 for the 2 masks. I would like Solawave to send the product ( neck mask) I paid for . Solawave is saying that since the label on the box says 4lb that means they shipped the correct items and that I should file a claim with **** The actual weight I received is 2.77lb as can be seen in the pics. Clearly this is an error in order packaging and Solawave should honor the payment by sending the right product. I got the face mask so why would I lie about receiving 1 less item???

  Business response

  10/09/2024

  We are so sorry for this customer's experience in not receiving their full order. As a small business it's very important that our team is able address any fulfillment or delivery issues within days of the customer receiving their order. While we always encourage customers to reach out to us as soon as possible after receiving their order so that we can resolve any issues quickly, we are happy to report that we were able to work directly with the customer and provide the missing item two months after the original delivery. We hope our customer truly enjoys their ********************** products and our team is ready to provide any further assistance if needed.

• Initial Complaint

  04/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Solawave red light therapy wand from an APP called FLIP back in January. The first device I received wouldnt charge properly so I reached out to FLIP and they immediately sent me a new one. A month later I started having the same issues with the second device. I reached out to FLIP and they stated that because they initially replaced the first device and it was out of the return window, there was nothing that they could do. I have TWO devices that dont work and am out ******! **** suggested that I needed to reach out to the company, which Ive attempted to do NUMEROUS times now, and have not received ANY RESPONSE from the company called Solawave. I have both devices with original packaging and all materials and just want to return said devices and get my money back!!!!!!!!!

  Business response

  05/06/2023

  We are truly sorry for this customer's experience. We first received a message from the customer via our direct support email on 4/15. In this message, the customer noted she had reached out multiple times. We were not able to locate any previous messages, however, so we began an internal investigation.

  We discovered the customer reached out via our website contact form, which we learned was not functioning properly. The delayed response from our team was an unfortunate situation due to a reason of which we were unaware. We greatly appreciate the customer alerting ** to this issue and we have worked with our web team to fix it. We have also responded to the customer directly to provide a resolution, which the customer has agreed to. 

  
  

  Customer response

  05/18/2023

   
  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

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased four skincare devices during a Black Friday promotional sale. On December 9, I received three of the four devices and immediately reached out the customer service email regarding the fourth. I later realized there was a form on their website to report problems so I did that as well. To date I have received no response regarding my missing item. I would be grateful for help with reaching someone to resolve this.

  Business response

  02/01/2023

  Business Response /* (1000, 5, 2023/01/23) */ At the time we were notified of this case, the customer's inquiry had already been responded to and a replacement order had been sent. Although we attempted to notify customers of the delay via our Help Center and auto replies, we are truly sorry for the delay the customer experienced in getting a resolution for the missing item in a timely manner. We have emailed a separate apology to the customer and hope they are satisfied with the resolution provided. Consumer Response /* (2000, 7, 2023/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company sent a different wand than I had ordered via regular mail and later issued a refund for one wand. This was an acceptable response-I never got the item I ordered, but I also didn't have to pay for it. The replacement wand arrived 1/3. On 1/12 they requested that I ask for the BBB complaint to be removed and provided detailed directions to do so. I declined- it's important that potential customers know how they treat customers, including requesting that complaints be hidden. Thank you BBB for intervening!

• Initial Complaint

  12/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered from Solawave on 11/20/22, on 11/23/22 the company sent an email stating my order had shipped including tracking # with DHL. I waited nearly 2 weeks with no movement of my order through DHL. Asked DHL about the problem and was instructed to contact Solawave as they had not received the package for shipping. I have contacted Solawave on numerous occasions with no response. It is now 12/17/22 and when I click on my tracking # it shows there is no number that matches. Very frustrating and at this point I just want my money back and for others to be aware to NOT order from this company. I gave them over 2 weeks and numerous attempts to response to me before filing a complaint.

  Business response

  01/17/2023

  Consumer Response /* (2000, 6, 2023/01/12) */ The business did finally respond and they have resolved the issue. I would like to close my complaint. Thank you

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 2 wands and 2 serums on 11/19/22. The ***** tracking clearly shows that the product was damaged in transit, so I never received anything. I haven't heard anything from this company after emailing them THREE times. 12/6, 12/8 and 12/10. At this point I do not want the product. I want to be refunded and the company will not get back to me. Order number SW227844

  Business response

  01/23/2023

  Upon review of this case, the customer did experience a significant delay in response time due to an unexpected backlog during the holiday season, however, our records indicate that we responded to the customer on 12/16/22 and issued a full refund for their order that was damaged in transit.
  
  We have also sent a separate apology to the customer for their experience with the shipping as well as customer support.

• Initial Complaint

  12/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - On 11/20 I made a purchase on the Solawave website in the amount of $196.84. I received a confirmation order email shortly after. Order number: SW230251. - On 11/22 I received an email stating my order had shipped along with tracking information provided. - On 11/25 I received an update email stating that the shipment tracking hasn't been updated by the carrier and they would reach out should my order not be updated by the shipper. Per my review, and according to the carrier, the shipment label was created but the carrier did not receive the package from the company yet. As of today, 12/11 this has not changed. 1st Outreach to company - 11/30 I submitted a support ticket via their website to inquire on the status of my order. I received an automated response stating my message was received. No additional response from the company was provided. 2nd Outreach 12/7 I submitted an additional support ticket via their website. As before, I received an automated response stating my message was received. No additional response from the company was provided. As of now it has been 14 business days since my order - according to their confirmation email and website, orders are received within 3-9 business days. Additionally their auto generated support confirmation emails state that they respond only on M-F which is fine by me, but it's been 7 business days since my initial outreach to support. As a consumer I shouldn't have to jump through hoops and go the extra mile to get a simple update.

  Business response

  01/23/2023

  We have reached out to the customer separately to apologize for the errors with their order and the significant delay in response time. At the time we were notified of this case, we had just resolved the customer's issue.
  
  We take all customer feedback very seriously and every team member across all departments is constantly working to improve our business, but we acknowledge there were missteps with this customer's order, some that were outside our control. The customer's original order experienced a pre-shipment error, which is unfortunately common during non-************, but even more so during peak holiday season.
  
  The pre-shipment error, coupled with the delay in response time due to an unforeseen backlog of support volume caused a poor experience. Although delayed, our team did respond and offered assistance, as we do respond to every customer. Our team then provided the solution that was requested by the customer.
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ordered on Aug 17th expedited shipping and never received it. Called and its a generic voice-mail. Emailed them, the copies of those emails are below. Still don't have item or my money.

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/09/30) */ The customer reached out via email initially on 8/29/22. As is our policy, we responded within our communicated timeframe of two business days on 8/31. A replacement order was issued for the original lost order, and tracking records indicate the package was delivered on 9/9. The customer then confirmed receipt of the product in writing on 9/9 and on 9/13 requested a return. Our support team sent a pre-paid return label on 9/14 and explained that a full refund will be issued within 5-10 business days after the returned item has been received at our returns warehouse, in accordance with our returns policy. The returned item was received on 9/22 and the full refund was issued on 9/26. Our support team has acted in compliance of the response time policy as well as replacement and return policies. Consumer Response /* (2000, 8, 2022/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was refunded

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a Solawave Skincare Wand and it does not work. Will not light up or work at all. I have contacted the company 4 times and left a voicemail and also sent 3 emails. I have received no response from the company. Please help me resolve this issue. Thank you. Best, ***** *******

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/08/17) */ In response to Case# *******: We have thoroughly reviewed this case and found that our support team has been compliant in responding to the customer within our standard 2-business-day timeframe. We communicate this timeline very clearly on our incoming call voicemail as well in our automated email response. Due to extremely high volume of interest in our products, there are times when it may take a little longer for our team to respond, which we also note in our automated email message, with the assurance that our team will respond as soon as possible. There was no delay in response time in this case, however. The customer first reached out to our support team via our **** voicemail box on 7/26/22, but did not leave a message as requested in our inbound voicemail instructions. The customer then called twice on 7/27/22 from two separate numbers. Our support team called back on 7/27/22, well within our communicated response time of two business days and left a detailed message, offering assistance and to send us an email as well. The customer then called 4 times on 7/28/22 from two separate numbers, only a few hours apart. The last voicemail on 7/28/22 indicated that the customer had opened this complaint, despite having already received a response from our team. Our support team, in compliance with our communicated response time, called back on 7/29/22 with a very detailed message regarding the issue, repeating the offer of assistance and a note that a follow up email would be sent. The email was sent to the customer on 7/29/22. Another call was placed to the customer on 7/29/22 with another detailed message and return initiation confirmation, and an email follow up was sent with a return label on 7/29/22. The customer responded to our email for the first time requesting a return, despite having already been sent a return label in the previous email to which she was responding. A second return label was sent on 8/1/22 and then a third return label was sent via email on 8/3/22. At the time this complaint was filed, the customer claimed "I have contacted the company 4 times and left a voicemail and also sent 3 emails. I have received no response from the company.", which is not accurate. We have documentation and phone recordings with logged dates and times to indicate that at the time this complaint was filed, we did not receive any emails from the customer, and our support team responded after the 3rd phone call, which took place on 7/27/22, one business day after the initial outreach, and the same day as the first voicemail received from the customer. We take complaints very seriously and value customer feedback to help us improve our processes, however, upon a thorough review of all voice recordings and email exchanges, including dates and timestamps, we have confirmed that our support team responded to the customer inquiry well within our communicated response times, in compliance with our policies. Additionally, we have confirmed that the customer's return was received on August 6 and a full refund was issued to the customer's original form of payment on August 9, 2022, which exceeds our communicated timeline of processing refunds within 5-10 business days of receipt. Consumer Response /* (2000, 7, 2022/08/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) After a lengthy amount of time, I was refunded my money.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a solawave wand and a bottle of serum on May 21, 2022 for $126.75. Never received an email giving me a shipping tracking number or possible date of arrival. When I clicked on Order Status from the confirmation email it took me to a page that said forbidden. I never received the product. I contacted solawave via email on June 20th and I received response saying the product was delivered on May 25th and to verify my address. I sent a response email and verified my address. No response till June 24th after I called their customer service line and had to leave a message, then I received an email saying they will resend the product. At this point, I don't the product. With the poor customer service I have received I don't want to do business with this company. I responded to the email asking for a refund and was told that they couldn't do the refund until I received the product. Once I received the product they could process a return for me. I received the product and sent an email on June 30th, July 1st and no response. I sent another email today. I just want to return this item and get my money back.

  Business response

  08/22/2022

  Business Response /* (1000, 10, 2022/08/04) */ In response to Case# *******: Our team at Solawave would like to sincerely apologize for the customer's experience. While we strive to respond to all inquiries within two business days, we see, upon review of the case, that the customer experienced unusually higher than normal delays in response time during a transitional time between customer support teams, which resulted in further delays for resolution at several stages in the shipping and returns process. We take complaints very seriously and value customer feedback to help us improve our processes. While this situation is a rare occurrence, we have, as a result, implemented additional QA and coaching methods to ensure that both response time and resolution time consistently meet our standards. Additionally, we have confirmed that the full refund was issued to the customer's original form of payment on July 20, 2022.

*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. ↩