Complaints

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

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  Kala Therapy Inc

  111 - 55 Regent Park Blvd Toronto, ON M5A 0C2

• 

  Kala Therapy Inc

  16 Yonge St Toronto, ON M5E 2A1

• 

  Kala Therapy Inc

  101 Brisbane Rd Toronto, ON M3J 2K3

• 

  Kala Therapy Inc

  101 Brisbane Rd North York, ON M3J 2K3

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:24/06/2024

  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.

  Business has not provided product
  
  I paid 191.14
  
  I have requested an update - no response
  I have requested refund - no response

  Business Response

  Date: 09/04/2025

  Dear *******,

  
  I sincerely apologize for the frustration and poor experience you've had with our company. Over the last year, we have made several changes to improve our customer service and ensure situations like this are handled more effectively. I see from our records that your refund was processed on July 11, 2024, and I hope that resolves your issue.

  
  I understand how disappointing this experience has been, and I truly apologize that we did not meet your expectations. If you need further assistance or would like to discuss this matter further, please feel free to reach out to me directly at *****@************.com. I am more than happy to hop on a call or assist you with any concerns.

  
  Thank you for your patience, and once again, I am very sorry for the inconvenience this caused.

  
  Warm regards,
  *****

• Initial Complaint

  Date:31/05/2024

  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 ordered a red light therapy pro and it is not working properly. They have no phone support and will not send me a return label for the DEFECTIVE item. I can it send a video as requested because it will not work for whatever reason. I sent pics and have emailed them
  Many times and no help. They don’t offer phone support. I followed the instructions and the buttons do NOT work. There is an issue. They just flash but you cannot select. I want a refund and refund shipping

  Business Response

  Date: 09/04/2025

  Dear ***,

  
  I sincerely apologize for the experience you’ve had with our product and the lack of support you received. I understand how frustrating it must be to encounter a defective item and not be able to resolve the issue in a timely manner. This is certainly not the experience we want for any of our customers.

  
  Upon reviewing your account, I can see that a refund was issued on June 13, 2024, which I hope has addressed the concern. I am truly sorry for the inconvenience you faced before that, and I want to assure you that since then, we’ve made significant changes within the company to improve our customer service. We are committed to providing better support, and I apologize for not meeting your expectations previously.

  
  If there’s anything further I can assist with, or if you have any additional questions, please feel free to reach out to me directly at *****@************.com. I would be happy to help resolve any remaining concerns.

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

  
  Best regards,
  *****

• Initial Complaint

  Date:31/05/2024

  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.

  Company. ************.com
  a **** Mat
  Purchased May 2nd
  Received May 10th
  $1,164.48 CAD
  Order number #***** 30 day warranty
  NO customer satisfaction, asked replacement remote one week ago, horrid customer service
  insulting my intelligence I told them I then want my money back, they are ignoring my request I don't want anything to do with this **** ** * company. .
  No phone support,

  Business Response

  Date: 09/04/2025

  Dear ***,

  I want to sincerely apologize for the negative experience you've had with our customer service team. This is not the level of service we strive to provide, and I am truly sorry that we let you down. We completely understand your frustration, especially when dealing with a faulty product and feeling ignored in the process.

  Over the last 6 months, we have made significant improvements in our company, especially within our customer service department, to ensure we better meet the needs of our customers and provide timely, effective support. Unfortunately, it seems we missed the mark with your experience, and for that, I am deeply sorry.

  I can see that your credit card company has processed a refund for $1,179.48, which I’m glad was resolved for you. However, I would still love to personally assist you in any way I can, whether that means troubleshooting your PEMF mat or addressing any concerns you may have.

  Please feel free to reach out to me directly at *****@************.com or if you'd prefer, we can hop on a call where I can walk you through any troubleshooting steps. I have a PEMF mat as well and would be more than happy to help you get everything working smoothly.

  Once again, I apologize for the frustration and inconvenience you’ve experienced, and I truly appreciate your patience and understanding.

  Best regards,
  *****

• Initial Complaint

  Date:29/04/2024

  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 received the product and it does not work, Power button works, but no other buttons. I did all the trouble shooting they recommended and it does not work. I spent two hours messaging tech support and they don't allow a phone call. They kept just not answering my questions. It took 30 min to get them to agree to a POSSIBLE return. They say I have to pay to return, give them a tracking number and if they decide to refund the purchase, they will let me know. I am happy to enclose screen shots if needed. I am requesting a shipping label from them to be sure they get it, paid postage and a full return. order #*****

  Business Response

  Date: 09/04/2025

  Hi *******,

  I want to start by offering my sincere apologies for the frustration and inconvenience you’ve experienced with your order. We understand how disappointing it can be when a product does not work as expected, and I am truly sorry that our customer service did not provide the support you needed to resolve the issue.

  Over the past year, we’ve been working diligently to make significant improvements in our customer service processes. While these changes are in progress, I deeply regret that your experience was not reflective of the level of service we aim to provide.

  I’d be happy to hop on a call with you to troubleshoot and try to resolve the issue with your product directly. Please feel free to reach out to me at *****@************.com with your contact information, or if you'd prefer, we can schedule a time to speak. I want to ensure we help you get the solution you need as quickly as possible.

  Thank you again for your patience, and I am genuinely sorry for the inconvenience caused. I look forward to assisting you in any way I can.

  Best regards,
  *****

• Initial Complaint

  Date:15/04/2024

  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 kala red light therapy mask on January 8th ( order number *****). I contacted them February 29th asking why it hadn't shipped yet. They told me there was supply issues at the warehouse and it should be shipped by the second week of March. It is now April 14th and I checked out their website and the mask I had purchased is not even listed on there anymore. They now have a different, cheaper mask listed on the website. I contacted them saying I want my order cancelled and a refund as it still hadn't been shipped more than three months later and isn't even being sold on the website anymore. They told me it's a final sale and cannot give me a refund, and gave another excuse of the warehouse being ready to ship by the end of April. I believe this is a scam and need my 720 dollars back. Thanks

  Business Response

  Date: 09/04/2025

  Dear ******,

  I want to sincerely apologize for the negative experience you’ve had with your order, and I deeply regret that our customer service did not meet the standards we strive for. We have made several improvements to our company over the past year, and I’m truly sorry that this situation was not handled in a way that reflects those changes.

  After reviewing your account, I can see that a chargeback was processed and accepted, and you have already received your refund through your credit card company. While I am pleased that this has been resolved financially, I understand that the process was frustrating, and I regret that it took so long to get to this point.

  I would like to assure you that we are working hard to improve both our products and customer support, and I’m genuinely sorry that your experience didn’t reflect the progress we’ve made.

  If you have any further concerns or questions, please feel free to reach out to me directly at *****@************.com, and I will be happy to assist you further. Once again, I’m very sorry for the frustration you’ve faced, and I appreciate your patience as we work to make things right.

  Warmly,
  *****

  Customer Answer

  Date: 09/04/2025

  I am rejecting this response because:

  I expect an explanation as to why I bought an 800$ product from the company, waited months without it being shipped and told multiple times dates as to when it would be shipped by which were ****. And then finally realizing the product wasn't even on their website anymore and having them tell me I couldn't get a refund. Completely inexcusable *** ******* *** ******* ** ******** ******. They stopped responding to me and I had to file a complaint with my credit card company to get my money back. And then it takes over a year to get a response from them just saying they apologize and are changing some things. **** *** ******** ****** *** *** ****** ***** ** ** ****** ***** *****
  
  
  
  Sincerely,
  
  
  ****** ******

  Business Response

  Date: 09/04/2025

  Hi ******,

  Thank you for your feedback. Again, I deeply apologize for the experience you had with Kala. We take full responsibility for the lack of communication and the delays you experienced.
  Since the time of your purchase, there have been significant changes at Kala Red Light, including improvements in our customer service, order fulfillment, and overall processes. I’m newer to the company and can tell you that we have made strides to ensure situations like yours do not happen again.

  It seems that we transitioned to a different model or supplier for our masks during the time of your order, which unfortunately added to the confusion. I sincerely apologize for not keeping you informed about those changes.

  I completely understand how this situation would lead to frustration, and I am so sorry for the lack of communication you experienced. While we no longer carry the same product, I’d be happy to hop on a call with you or assist you directly via email to discuss further or help resolve any remaining concerns. You can reach me at *****@************.com, and we can certainly have a conversation to go over everything.

  Once again, I apologize for the inconvenience and disappointment this caused. We are continuously working to improve, and your feedback is valuable in helping us move forward.

• Initial Complaint

  Date:15/04/2024

  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.

  You can see all the details ** *** ******** ****** in their website, Kala light states that they will give the customer their money back GUARANTEED if they are not happy with their purchase: https://**********************************
  I reached out via email and via their chat in the website and provided them proof that my light wasn't charging and was defective and it took EVERYTHING for them to finally let me send them the light back and ask for a refund. they said they would give me a refund after they receive the light. They received it and still won't respond to my email and tell me my money's on the way. I am worried I'll never get my money back... I have a video that shows the light isn't working *** ** ******* **** ** ****** ** *** ******** *****. I still have the email correspondence if you need to see it at some point. I always talk to different agents too which doesn't get my case resolved because they always start from the beginning, saying they didn't know and will send that info to another team but they keep saying that every time I reach out!! I just want my money back...

  Customer Answer

  Date: 17/05/2024

  They FINALLY answered me and refunded my money!

  Thank you, you can close this complaint.

  Have a great day,

  
  

• Initial Complaint

  Date:09/04/2024

  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.

  First, there was an issue of misleading advertising regarding a promotional offer. It was positioned as a discount off + a free item, but on purchase only one of the offers was applied. There was some back and forth about correcting the promotion applied, after they explained that their policy was for only one promotion, however they applied the one of the two promotions that was less advantageous for the customer. They never adjusted my invoice.
  
  Next, they sent a unit which unfortunately was not in perfect working condition. The product is supposed to emit two types of lights, including one which is invisible to the naked eye. The product was purchased for my son, and I wanted to ensure all appropriate safety precautions were taken. The product would display "OFF" when it was in fact ON. I sent a video of this error. They checked with engineering and replied to say that this was perfectly normal. I am not sure how a clearly labeled "OFF" setting is appropriate when a product is in fact ON, so as they were unwilling to exchange for a properly functioning unit I activated their 100% product satisfaction guarantee to refund the unit.
  
  They do not pay for shipping. I had my assistant ******* *** ******* **** ****** **** *** return the item to their attention, including a print out of my order and the email dialogue within the parcel as they had instructed. Unfortunately my assistant did not know they required a copy of the tracking number, and did not keep a record of this. The item was dropped off and shipped from ****** **** and I have both the payment receipt and her testimonial to support this.
  
  After several weeks not hearing back, and monitoring for refund, I reached back out. They responded they needed the tracking number. I tried to find it but unfortunately we do not have this record, and ****** **** was unable to provide it after the fact.
  
  The company refuses to refund - I now have no product, and no money, and am out of pocket on the return shipping.

  Business Response

  Date: 10/04/2025

  Hi *******,

  First and foremost, I want to sincerely apologize for the experience you had. I understand how frustrating and disappointing this must have been, and I'm truly sorry for the service you received. Since the time of your order, we’ve made a number of internal changes — both in our promotional practices and our customer service processes — precisely to address issues like the one you encountered. Your feedback was instrumental in helping us recognize those gaps and begin improving.

  Regarding the promotional offer: we recognize that the way our discount was presented at the time was confusing and did not meet your expectations. You’re absolutely right to expect transparency and fairness in all promotional terms, and we regret that you were left feeling misled. Since then, we’ve revised how our offers are communicated to make them clearer and more customer-friendly.

  We also regret the issues you had with the product functionality. While the unit technically operated within specifications (with one light being invisible to the naked eye), we completely understand your concerns — especially since it was intended for your son. When safety and clarity don’t align, that’s a problem, and we should have done more to ensure your peace of mind.

  
  As for the return: we sincerely regret that the return process created more frustration. We know how inconvenient it was to send the product back, only to face issues because of the missing tracking number. While our policy typically requires tracking for confirmation, we acknowledge that you took every reasonable step to complete the return as instructed, including sending the parcel, providing supporting documents, and maintaining communication throughout. We’re sorry that this wasn’t enough to bring the situation to a resolution at the time.

  
  From what we can see, you have since received a full refund through your credit card provider. While we’re relieved to know that you were ultimately reimbursed, we are genuinely sorry that it took so much effort on your part to get there. That’s not the standard we strive for. We appreciate your feedback and are committed to doing better. Thank you again for taking the time to share your experience — it truly helps us improve. If you'd like to reach out to me directly you certainly can - *****@************.com 

• Initial Complaint

  Date:28/03/2024

  Type:Sales and Advertising 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.

  26/03/2024 I purchased the Kala Red Light Pro Panel × 1 for $799
  Upon adding it to my cart I was notified of a free (Automatically added)
  Kala Therapy Lamp For Seasonal Affective Disorder (SAD) × 1 advertised as $0 from $199
  I then added the discount code 10% off for signing up to their text and email notifications.
  
  I used express checkout and without much auditing, assuming I didnt have to and looked at my recipt of purchase for $944.98
  
  They charged me for the SAD light that THEY added to my cart, advertising for free.
  
  Upon contacting customer service within 24 hours they said in summary
  -cant stop the order
  -cannot change price or refund
  -will only issue refund upon paid return shipment at my cost
  -Must pay restocking fee
  -will not honor free gift as the COUPON CODE cancels out the free gift,
  There was absolutely no indication of the code being an "either or" situation. **** ** *** ******** *** ************ ** *** *****

  Business Response

  Date: 10/04/2025

  Hi *****,

  I want to begin by offering a sincere apology for the frustrating experience you had with your order and the promotional offer. I completely understand your disappointment, and I'm truly sorry that the situation left you feeling misled and unsupported. We can confirm that a full refund was issued on April 10, 2024, and while we’re glad you were ultimately reimbursed, we deeply regret the journey it took to get there.

  
  At the time of your purchase, the way our promotional system was set up led to confusion, especially around the “free gift” and discount code combination. We now recognize that the messaging was unclear and gave the impression that both offers could be applied together — when, in fact, the system defaulted to only one. This created an understandably frustrating experience for you and others, and for that, we are truly sorry.

  
  Over the past year, we’ve made significant internal changes to improve our customer service, communication, and checkout experience. These changes were in direct response to feedback like yours. We’ve revised how promotions are displayed, implemented more transparent cart logic, and retrained our team to provide more proactive and solution-oriented support.

  
  It’s never our intention to create friction or disappointment, and we regret that our process didn’t meet your expectations — or our own standards — at the time.
  Thank you for bringing this to our attention and giving us the opportunity to learn and grow from it. We appreciate your feedback, and we’re committed to continuing to improve.

• Initial Complaint

  Date:12/12/2023

  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 red light therapy wrap from Kala Therapy (sometimes they go by Kala Red Therapy). I ordered this on August 13th 2023. The total amount was for$293.51. This company claims to be a purely Canadian company, but the package arrived from China 3-4 weeks late. The company claims they can ship the product to you in one to two business days. My complaint is that when I attempted to return this device within the 30 days I'm allowed, their customer service representative tried multiple times to convince me to keep trying the device. When I was firm and said no, I wanted to return it, they told me how to return it to Canada. I paid $35 to ship it there within the time frame in it's original packaging. I also provided the company with a tracking number through **** which was ************* as I was directed to. Much to my surprise, almost 2 months later the package reappeared at my house. Apparently no one from the company bothered to pick up the package so it was shipped back to me by the postal service. I attempted to reach out to the company multiple times to resolve this issue and get my refund. They stopped returning my emails. They have not resolved the issue and I have not received my refund. I still have the device in the package, waiting to find out what to do with it. I'm really hopeful you can help me get this resolved. Thank you for your time.

  Business Response

  Date: 10/04/2025

  Hi *******,

  We sincerely apologize for the experience you had with our company, and we want to thank you for taking the time to share your concerns. What you described is not the level of service we ever want any customer to receive, and we’re truly sorry that your return process was mishandled.

  
  It’s clear from your account that your attempt to return the device was not only reasonable but also well within the guidelines we had in place — and we regret that your package was not accepted or processed as it should have been. We also want to acknowledge how frustrating it must have been to be met with delays and a lack of communication after already making multiple efforts to resolve the issue.

  
  Over the past year, we’ve made significant internal changes to how we handle both customer service and logistics. This includes better return processing systems, more accountability with our third-party partners, and a renewed focus on timely and responsive support. Your experience helped shine a light on where we needed to improve, and we want you to know that your feedback has been taken seriously.

  
  We’d love the opportunity to make this right for you personally. Please reach out to *****@************.com so we can schedule a call and resolve this directly. We’re committed to ensuring you’re not left with an unresolved issue — and to proving that we’ve grown as a company since the time of your order.

  
  Thank you again for your patience, and we look forward to hearing from you soon.

• Initial Complaint

  Date:01/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Ordered a red light device and stand on December 27, 2022. Received order on March 08, 2023. The stand that I paid an additional $100 for was completely defective, and would not support the weight of the light. The light device (Kala red light pro panel) was also not functioning properly; the red/nir button does not always work, so I cannot turn on the red light function or switch between red/nir options when the button is just not responding. Sometimes it works, other times it works after turning the device on/off several times, and sometimes it just does not work. I have sent videos of both these issues to the company and multiple emails, but they have now been ignoring all communication and i have not heard back from them since April 06, 2023, where they said they were looking into things.