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Business Profile

Lighting Equipment

Kala Therapy Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lighting Equipment.

Complaints

This profile includes complaints for Kala Therapy Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 29 total complaints in the last 3 years.
    • 18 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:27/03/2025

      Type:Product Issues
      Status:
      Resolved
      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 chatted with them vis Kal's LIVE CHAT multiple times with sending photos and videos. Told by the live chat multiple times I would be hearing from them. Not an email or phone call. I emailed Kala - and no response.

      The horizontal rolling stand we purchased from Kala is not good. The instructions - there are none for putting the whole thing together, just a grainy video that doesn't help. The mounting brackets do not line up at all. Nothing installs to it properly - screws are different sizes than the holes.

      They provide a sand bag that you are to fill with sand to counterbalance the stand from falling over. The stand was $999.99 and I have to provide sand? When I did fill this sandbag, it was not enough weight to counterbalance the stand. So I have installed 4 -10lbs plates (2 on each side) still not very stable.

      This stand is a hazard - if it is bumped at all, we have a fear this thing would tip over and land on the user.

      Out a grand on a stand that I will not use nor will I allow anyone to lay under it!!!! This is the worst customer service I have ever experienced - no one is accountable!

      Business Response

      Date: 09/04/2025

      Hi *******,

      ***** from Kala here - thank you for taking the time to share your feedback, and I want to sincerely apologize for the frustration and lack of follow-up you’ve experienced. This is certainly not the standard we aim to provide, and I completely understand your concerns.

      I want to confirm that we processed a refund for the stand on March 30th, which reflects the price paid minus the discount applied at the time of your original order. We’re sorry again for the experience you've had with the stand setup and the challenges you faced with assembly and stability — your feedback has been shared with our product team for review and improvement.

      If you need any additional support or have further questions, please don’t hesitate to reach out directly to ***** or ***** from our team — they’ll be more than happy to assist you personally.

      We truly appreciate your patience and thank you again for bringing this to our attention.

      Customer Answer

      Date: 09/04/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.



      ******* ******

    • Initial Complaint

      Date:14/02/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      ****** *** ***** *********** ********* * ******* **** **** ******* **** 1. Date of transaction: November 23, 2024
      2. Amount paid: $410.78
      3. The item purchased from Kala Therapy Inc. was the Kala Red Light Face Mask. This item is defective and no longer emits red light, as upon purchase.
      4. The nature of this dispute rests upon a lack of responsibility demonstrated by Kala Therapy Inc. following purchase of an item that has resulted in defective use without fault of the consumer. Upon presenting this to Kala Therapy Inc., photos and videos have been requested to substantiate the expressed concern but a lack of resolution has occurred. Correspondences with Kala Therapy Inc. have also resulted in statement from Kala Therapy Inc. that "from the video we reviewed, it appears that the LED is still operating normally at 630nm" - this is not possible to determine through a video sent via email.
      5. As stated above, Kala Therapy Inc. has not attempted to resolve the problem via repair, replacement, or refund.

      Business Response

      Date: 25/02/2025

      Hi ********,

      Thank you for reaching out, and I sincerely apologize for any frustration this situation has caused.

      I want to confirm that we have processed your refund for this order. If you have not received a refund notification, please check your email (including your spam/junk folder). If you still don’t see it, let us know, and we will be happy to resend the confirmation.

      We truly appreciate your patience, and if you need any further assistance, please don’t hesitate to reach out.

      Best,

      *****

      Customer Answer

      Date: 27/02/2025



      I have reviewed the response made by the business and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:22/01/2025

      Type:Product Issues
      Status:
      Answered
      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 face mask and neck device from Kala which I received on December 17th, 2024. I relied on the 30 day money-back guarantee as shown on their website. I inquired with them via chat on January 13th to find out the deadline for requesting a refund, and Kaylee said January 16th, 2025. I requested the refund via email on January 16th. I have attached a Word document with a screenshot of the page with their guarantee, a screenshot of the purchase particulars, and a screenshot of the last email I received from Kala on January 16th, refusing to honour the guarantee. They had directed me to another web page with fine print excluding the face mask from the guarantee but not the neck device. But the main guarantee page says, "We believe in the quality and effectiveness of our products so much that we offer a 30 day trial period so you can can try it out risk-free." There is no mention of exclusions from the 30 day guarantee. T*** ** ** **** ********** *** ********** I relied on the guarantee as stated on the main guarantee page.

      Business Response

      Date: 27/02/2025

      Hi *****,

      Thank you for reaching out and for sharing your concerns. I sincerely apologize for any confusion regarding our 30-day money-back guarantee. We understand the importance of clear and transparent policies, and I want to assure you that we are currently making changes to improve transparency for our customers—especially regarding products like the Face Mask, Neck Rejuvenator, and PEMF Mat, which come into direct contact with the skin.

      If the mask did not meet your expectations, could you share more details? Was there a specific issue with its functionality, or were you able to open a claim regarding its performance? I want to ensure we address this properly and find the best solution for you.

      I will personally reach out to discuss this further and see how we can assist you. Please let me know if there’s anything else I can do in the meantime.

      Best,

      *****

    • Initial Complaint

      Date:21/01/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Date of original order was 11/27/2024 order number ***** Shortly after ordering, unexpected financial costs came up and I reached out to cancel my order as online it said it had not been fulfilled. Their AI chat bot said it would be cancelled and refunded. Then it couldn’t be as per their policy.
      They said the would ship asap and I could initiate refund once received. Which is what I did.

      I paid for the return (I aired it as well) Sent ****** **** with tracking number
      ****************. On ****** **** website it shows being delivered Dec 31.

      I have emailed them several times. I have called the number provided and left voicemail with no response and it’s been 3 weeks and I have not received my refund as promised.

      Business Response

      Date: 25/02/2025

      Hi ******,

      Thank you for reaching out. I sincerely apologize for the delay and any frustration this has caused.

      I wanted to confirm that we processed your refund on February 12, 2025. It’s possible that the refund notification email may have been lost or missed, so we have resent it for your reference. Please check your inbox (and spam/junk folder) to ensure you received it.

      If you still don’t see the refund reflected in your account, please let us know, and we’ll be happy to assist further.


      Thank you for your patience, and let us know if there’s anything else we can do!

      Best,

      Kala Therapy Customer Support

      Customer Answer

      Date: 25/02/2025



      I have reviewed the response made by the business and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:10/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      ** ******* ****** bought a red light facemask from Kala RedLight Therapy through the ******** ******* in August 2024. He was pleased with it until it stopped working after about 3 months. He tried calling Kala himself but got no response. I started several weeks ago trying to connect with Kala to resolve this issue. They say to leave a voice msg and the call will be returned. I have left at least 6 messages with never a response. I have reached out through their website, their ********* account and email. They have asked for a video of the defective device which we have sent several times but they indicate they haven’t received. They indicated in a text they would phone me and asked for a convenient time which I provided but they did not call back. It appears that the excellent customer service they brag about is simply an AI service. I have not dealt with an actual person. ** ****** paid over $400 for this thing and it is defective. My complaint is about the non existent customer service they brag about. They have no regard for customers and actually take advantage of them. * ** ****** ** ****** ** ** ********** ******* ****** *** *** ********* ** ***** ** seeks a replacement of the product.

      Business Response

      Date: 09/04/2025

      Dear ******,

      I want to sincerely apologize for the frustration and inconvenience **** ****** *** experienced with *** red light face mask and for the lack of communication you’ve encountered while trying to resolve this issue. I understand how disappointing it must be, especially given that your father was pleased with the product initially. This is certainly not the experience we aim to provide, and I am truly sorry for the poor customer service you’ve received.


      Over the past 6 months, we’ve made significant changes to improve our customer service and ensure we’re providing a better experience for all of our customers. I can assure you that this is not reflective of our typical standard, and I regret that you didn’t receive the support you needed.


      I would be more than happy to assist you directly and work with you to resolve this issue. Please feel free to reach out to me at *****@************.com, or if it’s more convenient, we can hop on a call to troubleshoot and figure out the next steps for getting **** ****** a replacement.


      Thank you for your patience and understanding, and once again, I apologize for the frustration this has caused.


      Best regards,
      *****

    • Initial Complaint

      Date:17/12/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 **** mat from Kala on Dec 2 2024. I was charged $1100.00. On Dec 3rd I received a ****** tracking number and the status said “Label Created”. The status has not changed since.

      I contacted the company on Dec 12 and they said they would open an investigation internally. On Dec 15th they said it was last scanned on Dec 10th and was on the way. They provided an updated tracking link - it was not for me or my package, and contained all of the personal information for the other persons shipment.

      I reached out again on Dec 15th and it was difficult to convince them that they had not shipped my order. They finally realized their mistake and sent me another updated tracking link which showed the same status “label created”. I asked for them to just create another shipment for me because this is a Christmas gift - they said they could not do that because “it had already shipped”. They said they were opening another investigation. When I asked to speak to someone live instead of via their chat they said I would receive a call - no one has called.

      Charged $1100 Dec 2nd. Item has not shipped. No updates on where the item is or if it will arrive before Christmas. They charged for shipping insurance as well.

      Customer Answer

      Date: 14/01/2025

      They were terrible to deal with, but they finally did send the item (way too late for Christmas - But it did arrive). We can consider the matter resolved.

      I appreciate your assistance in trying to get a response.

    • Initial Complaint

      Date:09/12/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Hello.

      I have recently completed two purchases with Kala Red Therapy (Order #***** and Order #*****) in November 2024.

      Order #***** was a duplicate order and completed by mistake due to a website error. Kala’s website was giving me an error message while I tried to complete the order. Therefore, I changed the cart and tried again. When I checked my email a couple of minutes later, I noticed I had two order confirmation emails. Right away, I contacted Kala Red Therapy to ask them to cancel the first order completed by mistake and website error.

      The Kala Red Therapy website’s bot (AI chat function) kept insisting it could not assist me since my order had already been shipped which I think it is unlikely to be true since it was late afternoon on Saturday and I had placed the order less than 15 minutes before.

      I tried contacting Kala Red Therapy via email however no response. Then, I tried to contact them via Instagram. After sometime, I received an email response which said that my purchase was final and they couldn’t not cancel it or accept a return.

      Since them, the order has been shipped and received at my home. I currently have the products of the two orders in my possession.

      Kala Red Therapy advertise a “30 day guarantee” which they say they accept returns, however, if you go to their website they list almost all of their products as “final sale” and not part of the “30 day guarantee”. This is very misleading.

      Also, in my case, it was a website malfunction and a duplicate order. I am trying to return the products and receive a refund ($700) however they have been ignoring my emails.

      Business Response

      Date: 09/04/2025

      Hi *****,


      I want to sincerely apologize for the inconvenience you experienced with your recent orders and the difficulties in reaching out to our team. I understand your frustration, especially given the website error that led to a duplicate order. We should have canceled the duplicate order immediately and issued a refund. This is certainly not the experience we strive to provide, and I truly regret that we missed the mark.


      Over the past year, we’ve made several changes to improve our customer service and website functionality, and I’m sorry that these improvements did not reflect in your experience. From what I can see on my end, I can confirm that your credit card company has refunded your $732.97, which I’m glad to hear. However, I deeply apologize for the lack of communication and the confusion surrounding our return policies.


      If you need further assistance or have any additional concerns, please don’t hesitate to reach out to me directly at *****@************.com. I would be happy to further assist you in resolving any outstanding issues or answer any questions you may have.


      Thank you for your patience, and I’m truly sorry for the frustration this has caused.


      Best regards,
      *****

      Customer Answer

      Date: 20/04/2025



      I have reviewed the response made by the business in reference to complaint ID ********.

      At the end, the business didn’t do anything to solve the issue, took almost six months to reply and I am thankful for my bank credit card insurance policy which paid me back the double expense. 

      The case can be closed now.



      Sincerely,



      ***** ******

    • Initial Complaint

      Date:28/11/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Purchase was made November 15th 2024.
      Item was delivered November 21st.
      Item proved to be defective and would not turn on.
      Complaint was made November 23rd. A video was provided to Kala at their request.
      Kala has only responded with bot answers claiming they are looking into the issue.
      Kala has been unable to provide a course of action.
      ***** *** **** ******* ***** ******** ******* 

      Business Response

      Date: 09/04/2025

      Hi *******,


      I would like to sincerely apologize for the frustration you’ve experienced with your product and the lack of response regarding the issue. This is not the level of service we strive for, and I fully understand your concerns. I want to assure you that we have made significant improvements to our customer service over the last year, and we’re committed to ensuring a better experience for all of our customers.


      From what I can see in our system, I understand that you’ve provided a video, but it appears the issue has not yet been fully addressed. I would love to help you resolve this matter promptly. Please contact me directly at *****@************.com, and I will personally assist you with troubleshooting, a replacement, or any other resolution.


      Once again, I apologize for the inconvenience, and I look forward to working with you to get this issue resolved.


      Best regards,
      *****

    • Initial Complaint

      Date:02/07/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 product from this business (a red light wand) on May 11, 2024. I never received the item and it was never shipped. I emailed on June 15 and again on June 22 for a refund but I never received one. I still have not received the product or a refund.

      Customer Answer

      Date: 01/08/2024

      I received the requested refund from this company so I would like to close my complaint.

      Thank you,
      ******

    • Initial Complaint

      Date:25/06/2024

      Type:Product Issues
      Status:
      Answered
      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 March 4th, I ordered a Red Light Pro online from Kala Therapy. In the process of ordering, I received a pop-up with a 10% code and a FREE SAD Lamp was added to my order. I took advantage of the code and left the free item in the cart.

      Order number: ***** March 4, 2024
      $949.47

      When I completed the order, the FREE SAD lamp was now $199 minus the 10% off. I immediately contacted Kala Therapy through email (the only option) to reverse the order. After days, and many follow-ups, I was informed they could not change the order.

      I received the SAD lamp first and contacted Kala Therapy multiple times to address returning the item. They finally sent me a *** ticket to return it, which I did.

      After 4 weeks of not receiving the item I originally ordered, I inquired multiple times as to when it would be shipped. I informed them that I was not satisfied with the service and would be returning the item as soon as I recieved it. (March 28, 2024)

      Approximately 6 weeks after ordering it, the item I purchased (Red Light Pro) originally arrived. I notified them that it would be coming back and took it to *** to ship it back and followed their instructions to include the order information inside. (April 16, 2024)

      I have followed up multiple times to inquire when I would recieve my refund. (May 31, 2024) and finally received a refund (minus restocking fee) for the SAD Lamp (original price $199) I didn't want in the first place.

      As of June 24, 2024, I have not received a refund for the Red Light Pro (original price $799) and have once again, sent an email.

      Business Response

      Date: 09/04/2025

      Dear *******,

      I sincerely apologize for the challenges you've faced with your order and the poor customer service you received. Over the past year, we've made several changes to improve our communication and support, and I deeply regret that we let you down.

      From what I can see on our records, your refund for the Pro Panel was processed on June 25, 2024. I truly understand how frustrating this experience has been, and I want to thank you for your patience throughout the process.

      If you have any further concerns or if there's anything else I can do to assist, please feel free to reach out to me directly at *****@************.com. I'm more than happy to hop on a call and ensure everything is fully resolved to your satisfaction.

      Once again, I apologize for the inconvenience caused, and I appreciate your understanding as we continue to improve our services.


      Warm regards,
      *****

    Kala Therapy Inc is NOT a BBB Accredited Business.

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