Complaints

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:06/05/2025

  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.

  I purchased the irestore helmet in Nov 2024. It is May 2025 and this thing is not working right. The only resolution is to spend your own time and money getting packaging together and printing out a shipping label to return your device for testing. THEN they will decide if you deserve a new device. I paid A LOT of money for this device and expected great service if something went wrong. Nope! We're back in 1999 with irestore. They don't even have a warranty policy on their site. They just make it up as they go along. First, I don't think this thing even works. After 6 months of continuous use, I see no progress. Second, the warranty is bananas.

  Business Response

  Date: 06/11/2025

  Dear Better Business Bureau and Ms. ************************* you for bringing this matter to our attention. Were very sorry to hear about your experience and understand your frustration regarding the performance of your iRESTORE device and the return process. Please know that at iRESTORE, we take all customer concerns seriously and are committed to delivering both quality products and support.
  
  We want to clarify that our warranty policy and procedures are standard, consistent, and publicly available both on our website and in the product manual included with your device. The process you describedreturning the device for inspectionis in place to ensure that we can properly evaluate the issue and provide the appropriate resolution, which includes a replacement if the device is found to be defective under warranty guidelines.
  
  That said, we recognize that going through a return process can feel inconvenient, and we truly regret any hassle this may have caused. To assist you, we have already issued a pre-paid return label so that you do not need to cover the cost of shipping. Once your unit is received and inspected, rest assured that we will promptly process a replacement if warranted.
  
  We value your business and appreciate your patience as we work to resolve this. Should you have any additional concerns or questions, please dont hesitate to reach out to our support team directly.
  

• Initial Complaint

  Date:06/01/2025

  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 iRestore Hair Growth System Essential, Laser Therapy, but unfortunately, it did not work for me. After using it, I developed a cyst on my head, which has steadily increased in size over the years. I have attached pictures and supporting documentation for your review.I have encountered cases where prolonged use of iRestore may lead to cyst formation; sadly, that has happened to me. Since my insurance did not cover the cyst removal cost, I had to travel overseas to have it removed. I have included all relevant medical documents as well.Additionally, the product did not meet my expectations in terms of hair growth. I am seeking a refund for the product and medical expenses. Thank you for your attention to this matter.************************************************************************************************

  Business Response

  Date: 06/05/2025

  Thank you for bringing this matter to our attention. We're genuinely sorry to hear about your experience and want to assure you that we take all customer concerns seriouslyespecially those involving potential health issues.
  
  After reviewing our records, we were unable to locate any previous communication from you regarding this matter prior to your BBB submission. We understand that you purchased your iRESTORE device in 2019, and according to the documents provided, your cyst removal procedure took place in December 2024. Given the timeline, we would appreciate a better understanding of why this issue was not reported to us earlier, as early communication allows us to provide timely support.
  
  To help us further assess and investigate this situation, we kindly request the original photos of the cystsideally with visible timestampsespecially those dated from 2020 as referenced in your complaint. Any additional documentation or photographic evidence showing progression over time would be helpful for our review.
  
  Please note that we are currently evaluating the materials youve submitted and will be reaching out to you directly via email. This will allow us to streamline communication and explore the most appropriate resolution.
  
  Thank you again for taking the time to share your experience. We look forward to connecting with you directly.

• Initial Complaint

  Date:02/13/2025

  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.

  On January 31, 2025, I purchased the iRestore hair laser device from the companys website. It arrived a few days later with a strong chemical smell, which I initially attributed to it being a new product. I followed the instructions and used it with their treatment serum, but after the first use, I experienced pain on the top of my head. I tried using it for two more days, but the pain worsened, so I stopped and waited to see if the pain would subside, which it eventually did.On February 10, I contacted the company for a refund due to the pain. However, they insisted on applying an 18% service charge, and they stated that the shipping fee and battery are non-refundable. Their website claims a 12-month money-back guarantee, but the terms seem misleading. I noticed that their price was lower than Amazon's, which offers a 30-day free return policy and a 10% restocking fee after that. It feels like a scam, as they lure customers in with better offers only to impose higher charges.

  Business Response

  Date: 02/17/2025

  Dear Better Business Bureau,
  
  We appreciate the opportunity to address Ms. ******* ****** **** concerns regarding her purchase of the iRESTORE Hair Laser Device. Customer satisfaction is a priority, and we aim to provide a fair resolution.
  
  Ms. *** purchased the iRESTORE Hair Laser Device on January 31, 2025, and requested a refund on February 10, 2025, due to discomfort. As stated in our money-back guarantee policy, customers are eligible for a refund within 12 months for the Hair Device and 30 days for the Battery Pack, provided the device is returned per our policy. Our policy also includes an 18% service charge for returns.
  
  However, as a one-time exception, we waived the 18% service charge to ensure customer satisfaction. While we strive for a smooth experience for all customers, our policies are designed to support the long-term sustainability of our money-back guarantee program.
  
  This is the first complaint we have received regarding discomfort from the treatment serum, which was provided as a complimentary item. Since it is not required for use and we will review this feedback internally.
  
  Resolution Offered:
  As communicated to Ms. **** we waived the 18% service charge as a goodwill gesture. Per our return policy, the customer covers return shipping costs, unless the return is due to an error on our part (such as a defective or incorrect item).
  
  Once the device is returned, we will issue a full refund for the purchase amount.
  We are open to working with Ms. *** to resolve this matter promptly. Please let us know if any further information is required.
  
  Best regards,
  ****** *.
  Sr. Operations Manager

• Initial Complaint

  Date:01/03/2025

  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 received my device from order #********* two weeks late and did never received responses from customer service when I reached out. Upon trying to return with the 30 day window, I was told I had to pay an 18% service fee for a device I did not use. I was then promised free return shipping and when speaking to a supervisor, they then denied that I was ever given free return shipping. Their policies are misleading, their customer service only lies, manipulates, and misleads you. I should not have to pay 18% and return shipping for something I did not use.

  Business Response

  Date: 01/06/2025

  Dear Better Business Bureau,
  
  Thank you for allowing us to address the customers concerns. Below is a summary of the matter:
  1. Order and Delivery Timeline:
  - The order was placed on November 17, 2024, and the customer was notified via email that the item was on backorder, with shipping estimated within two weeks.
  - The order shipped on November 26, 2024, and was delivered on December 3, 2024 as scheduled.
  - Tracking Number: *** 1Z906A60YW78737517
  2. Return and Refund Policy:
  - Our return policy is clearly stated on our website and at checkout (Refund Policy): ***********************************************************************************
  - Customers may return their device within the ******** Money-Back Guarantee period, subject to an 18% service fee and return shipping costs unless the return is due to our error.
  - Free return shipping applies only to devices returned between 365 and 400 days from purchase when initiated within the eligible time frame.
  3. Response to Claims:
  - The customers return request was handled per policy. The 18% service fee and return shipping costs were communicated during the process.
  - Records show no documentation supporting the claim of being promised free return shipping. Free shipping is only applicable under specific conditions outlined in our Money-Back Guarantee policy.
  4. Commitment to Transparency:
  - We ensure our policies are transparent and accessible at multiple touchpoints, including during checkout and on our website.

  We trust this explanation clarifies the matter. Please let us know if further information is required.
  
  Sincerely,
  ****** *.
  Sr. Operations Manager
  Freedom Laser Therapy, Inc.

• Initial Complaint

  Date:10/22/2024

  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.

  I purchased a protection package for Order #E10245899, which was supposed to cover any issues related to non-delivery. However, despite **** reporting the package as delivered, I did not receive it.I took the following steps to locate the package:Contacted the leasing office at my apartment complex Searched my building and surrounding area Despite my efforts, the package remains missing. Their denial of my claim based solely on ***** confirmation of delivery fails to acknowledge the facts of the situation. I believe this violates the terms of the protection I paid for, which promised compensation or resolution for lost or stolen packages.

  Business Response

  Date: 10/22/2024

  Hello Destiny,
  
  When ******* purchased order protection, issues such as loss or theft would typically be covered. The first recommended step in case of shipping issues is for the customer to file a claim with *****
  
  However, this step was not taken, and the customer has requested that we file the claim on their behalf. Please note that from ***** standpoint, it is generally more effective for the customer to file the claim directly. We strongly encourage the customer to initiate this process.
  
  In the meantime, please be informed that we are actively investigating the matter to find a suitable resolution for our valued customer. Once the claim is submitted and reviewed, we will be happy to collaborate on either reshipping the order or exploring another solution. Rest assured, we are committed to ensuring that the customer receives their product and will assist in every step of the resolution process.
  
  Kind regards,

  Customer Answer

  Date: 10/22/2024

  The business claims I did not file a claim with ****, but as shown in the attached email and screenshot, I attempted to file a claim on the **** website. Upon trying, I discovered that the package was shipped via **** ************************* which does not allow for claim submissions under ***** guidelines.
  
  Despite providing clear evidence that I was unable to file a claim with **** due to the shipping method, the business is acting as though I refused to file a claim. I have communicated this issue effectively and in a timely manner, but the business is unfairly accusing me of not doing my part.
  
  The denial of my refund based on inaccurate information is unacceptable. I request that BBB intervene to help resolve this dispute and hold the business accountable for their misleading and unfair handling of this situation.
  
  Sincerely,
  *******

  Business Response

  Date: 10/22/2024

  We are conducting further investigation and we will get in touch with the Customer as soon as possible. 

  Customer Answer

  Date: 11/14/2024

  The response from business indicates that I would be contacted following an investigation. However, despite the assurance, I have yet to receive any communication from the business.
  
  I am disappointed in the lack of follow-up and transparency regarding my case. I would appreciate it if the business could provide an update on the investigation and clarify the status of my missing package. Timely and clear communication would go a long way in resolving this matter and restoring my confidence in the service.
  Thank you for your attention to this matter.
  
  
  Feel free to adjust any details as needed to match your experience.

• Initial Complaint

  Date:09/02/2024

  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 bought the iRestore Professional September of 2023 and believed that there was a money back guarantee as it's plastered all over their advertising which gave me the confidence to give it a shot because I believed I had nothing to lose. I used it religiously never missing a treatment session and I did not see results whatsoever. I contacted them recently to inform them of this and I was immediately barraged with walls of text trying to convince me that I needed to try their shampoos and supplements which I already have. That I need to try different pads, which I already have. That I should try laying down with the device, which I already have, and it defeats the purpose of buying a battery to have a portal device. I reiterate my intention to return the device for a refund and I'm told there is an 18% restocking fee and that they made it very clear that this is the case. As evident by everyone else here, they do not. They plaster money back guarantee all over and then bury the additional terms under a cluttered website layout. Companies are still required to make the terms of the guarantee clear and easily accessible. If the conditions are buried or difficult to find, the advertisement could still be considered misleading. Ethical advertising should ensure that any important limitations, such as restocking fees or partial refunds, are disclosed in a way that the average consumer can reasonably see and understand.

  Business Response

  Date: 09/03/2024

  
  Hi Destiny,
  
  I reviewed your chat interaction with our customer service representative and understand how the volume of messages he received may have been frustrating.
  
  Regarding ******** concern about our return policy, we have always been transparent about this. For orders placed by phone, customers are informed of the policy, and for those who order directly from our website, the information is readily accessible before the purchase is completed. The return policy link is available at the bottom of our webpage, and similar links are presented before the checkout process.
  We have never advertised a 100% money-back guarantee. Instead, we offer a 12-month money-back guarantee, which allows for a return if you do not see results from your treatments within that time frame.
  
  We apologize if this was not clearly communicated. As you mentioned, many cluttered websites tend to hide such information, but we have designed our site to ensure easy access to terms and conditions both before and during the order process. We take pride in our reputation and would never want to be perceived as misleading..
  
  Please let us know if there is anything else we can assist with.
  
  Thank you for your understanding.

  Customer Answer

  Date: 09/03/2024

  So, the only way to actually have your policy clearly outlined before ordering without digging for it is to order by phone? Isn't that just convenient for you. Your website layout is beyond cluttered, and the policy is only detailed on an entirely different page you have to search for so I have no idea how you can claim it is clearly outlined when all you use is tiny font and an asterisk everywhere else to skirt the boundaries of how much you can mislead your customers.

  Business Response

  Date: 09/03/2024

  We will get in touch with ******. 
  
  We appreciate BBB for bringing this to our attention. 

  Customer Answer

  Date: 09/08/2024

  I have not been contacted. Ive got the device, battery, and all the original packaging for everything ready to go. Still requesting a full refund as the only way to have the policy clearly outlined to you before purchasing is by ordering over phone as stated above which I wasnt even aware was an option and doubt the average consumer orders over the phone anyways.

• Initial Complaint

  Date:06/04/2024

  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 iRestore device from the company on May 21, 2023. I was hesitant at first but relied on the money back guarantee advertised in purchasing. The policy posted at the time and as of the time of this complaint appeared to read as though a refund of the device would be provided after a 365 day trial period.On May 30, 2024, after not seeing desired results, I submitted a request to return and utilize the money back guarantee. After multiple attempts to get me to extend the warranty, I was later informed that there would be an 18% service fee applied to the return.The policy is written in a way with a reasonably prudent person would think the fee applied only to returns before 365 days. The language is embedded in a section which is specific to returns before 365 days. If the fee applies in both situations, it's not clear why there are two timeframes in the first place.Regardless, as a seller of consumer products, the business is required to follow *** advertising regulations. The *** in 16 CFR 239.3(a) regulates that the use of "Money Back Guarantee" and that a seller of consumer products which uses the phrase "Money Back Guarantee" must provide a full refund at the request of the purchaser. While it allows limitations, such as timeframes, those limitations must be clear and prominent. A line in the policy which must be sought out does not meet the standard of clear and prominent.Email exchanges with the company include the legal citations and everything within this complaint. Despite pointing all of this out, including the regulatory violation, the company refuses to issue a complete refund but rather only refund 82% of the purchase price.Freedom Laser Therapy uses deceptive marketing tactics and confusing policy language to entice consumers into purchasing their expensive light therapy product.

  Business Response

  Date: 06/19/2024

  Hello, 

  Please know that ****************************************** concern has been addressed, one of our representative assisted in this matter. 

  Kind regards,

• Initial Complaint

  Date:05/22/2024

  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.

  On 4/13/2023 I placed an order for the iRestore Professional Laser Hair restoration system for $889.79. One of the primary reasons for my purchase was a 12 month money-back guarantee that stipulated if you did not see satisfactory results in 12 months time that the unit could be returned via a pre-paid shipping label (see return policy attached to this complaint). Further down in the policy, it describes returns requested prior to the 12 month timeframe would be charged an 18% restocking fee and shipping costs may be the responsibility of the customer.After using the product as instructed for 12 months, I was not satisfied with the results and reached out to the company via the iRestore.com website chat function on 5/4/2024. I spoke with **** about my desire to return the product and was advised that I would receive an email in ***** hours. 2 weeks later on 5/17/2024, I contacted the company via the iRestore.com website chat function again and was again connected with Kass. They advised that an email would be sent out in a few hours. In the resulting email chain (attached to this complaint), **** offered partial refunds of increasing value if I would keep the device, up to 60%. Since the device has no use to me, I continued to request a full refund, as per the money-back guarantee. **** advised that there would be an 18% restocking fee assessed to ANY return, regardless of the money-back guarantee. I sent the *** requirement for advertising use of "money-back guarantee" (see attached *** section) to mean a FULL refund but **** advised they won't honor it.

  Business Response

  Date: 05/29/2024

  Hey *****, 

  We will reach our to ***** via email to and we will patiently await here response. 

  Kind regards,

• Initial Complaint

  Date:05/15/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Paid 100 for overnight shipping on a Monday. I will not get the product until the following Thursday

  Business Response

  Date: 05/16/2024

  Hello *****,
  
  Good day!
  
  We regret to inform, that there was a delay in the shipment package due to an issue with **** We sincerely apologize for any inconvenience or disappointment this may have caused a valued Customer.
  
  Please be assured that we have taken immediate action to address the situation. We have processed a refund for the overnight shipping fee of $99.95 USD that ****** paid.
  
  We appreciate your understanding and patience in this matter and again our sincere apologies.
  
  Best regards,

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a Irestore red light helmet for hair regrowth. When I received the product the user manual says not to use if you have a condition that makes you sensitive to sunlight. I have lupus and I take medication that makes me sensitive to sunlight. This information was not easily available on the website, only in the use manual. I cannot use this product and the company says I have to pay to return it and pay an 18% return fee. The customer representative told me that if I won't try it then I have to send them medical records proving I cannot use it. I don't believe I should have to provide medical documentation that I cannot use their product. I also feel that this company intentional hides the contraindications from consumers. If you look under FAQs, the warning for people sensitive to sunlight is not under any of the following: Is LLLT safe for me?, Is iRestore regulated for safety?, What kind of safety tests have you done?, Are there potential side effects?, Is the IRestore right for me?, Are the lasers harmful?, Do doctors advise the use of iRestore?, Who isn't a good fit for iRestore?. I even took the quiz for if the product was right for me. It never asks if you have a condition that makes you sensitive to sunlight. To find this information you have to go under the **** Indications for use, download the user manual and that is the only place it is located.

  Business Response

  Date: 05/15/2024

  Hello *****, 

  I wish to inform you that we are currently in communication with *****. We have reached a decision to extend a one-time courtesy to her.
  
  We are awaiting her response before proceeding further.
  
  Warm regards,

  Customer Answer

  Date: 05/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************