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:14/07/2023

  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.

  Jun 13, 2023 ** ************ $316.60
  The above transaction was charged by the company. The product did not arrive within 1-2 business day per their email. The product was faulty, the battery didn't work as described, looked as though it had been used. Contacted their support several times and they wouldn't listen or send a replacement/refund. I had to pay out of pocket to send the faulty product back to them. The address that they provided was incorrect as told to me by ****** ***** ***** **** ******* *********** ** ******* They keep ignoring my emails repeating the same information that doesn't help the customer. They say that there is a free 30 day trial, not true as you have to pay for the return shipping. **** *** **** ** ***** ** ****** ***** ** **** **** ** ********** *** ********* ** ** ********

• Initial Complaint

  Date:20/04/2023

  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.

  I purchased their Red Light Mask for $564 on February 28, 2023. on March 1, I received an email that there was a shipment on my order. Oddly, on March 13, I received their "free gift". I was stunned. I contacted them about this and they said they were on back order. After doing my research, I realized the company was ******** people. I told them that I wanted to cancel the order. I explained that I never opened their "gift" and would gladly return it. I then contacted my credit card company and opened a dispute. They sent an email to me acknowledging they received a chargeback notification and DEMANDED their "free gift" back. I told them I had already told them I would. They told me they would reimburse me for the shipping cost. I questioned their sincerity, and they responded "you can trust us". They provided me with their warehouse address in Canada and I sent it back through the post office and provided them with the tracking number, which they acknowledged. I informed "Veronica" that I received confirmation it was delivered, and all I got back over a week ago was that they were still trying to obtain confirmation from their warehouse. Since then, they have gone dark on me, except when you go to their website, it now states that my order was delivered in full. I HAVE NEVER BEEN ******* LIKE THIS BEFORE IN MY LIFE. I have uploaded all the emails with my credit card and hopefully they will see that I was *******.

• Initial Complaint

  Date:17/04/2023

  Type:Delivery 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.

  On March 20, 2023, I purchased a red light therapy device from Kalaredlight.com. I spent over $500 on this device and have not received it. When i email the company, i get the same response that they are "checking on my order". My order #**** is still not in my possession.

• Initial Complaint

  Date:13/03/2023

  Type:Service or Repair 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.

  On February 13, 2023 I ordered 3 products from Kala Therapy, including a light therapy mask. I based my decision on a guarantee that this company had on their website that products could be tried for 30 days, and if not satisfied could be returned. Order # ****.
  I received the Kala mask first, I paid $749.99 plus tax for this mask. It is a light mask that one uses on the face for anti-aging. I tried the mask twice and instantly developed severe tinnitus. I stopped using the mask. I contacted the company on February 26 by email that I had a negative response to the mask use and asked what to do to return the mask. I was informed by Veronica on February 27 that the kala mask is not returnable. I had several emails to follow and she consistently stated that was their policy, that the masks were not returnable. I requested a phone call with the owner or manager, and that request was completely ignored.
  Kala's website had an entire page stating their satisfaction guarantee, and now they are stubbornly refusing to refund my mask. Veronica forwarded their policy about masks not being returnable to me and it is listed in the policy section of the website, but there is not mention of the masks not being returnable on their guarantee page. This is completely misleading and unfair to consumers. There was no warning on my invoice, or on the description page of the mask that I was purchasing a non-returnable item. I feel the company was touting this great guarantee but did not disclose sufficient, complete information for me to make an educated decision about this purchase.
  i would also like to know where I could report the ****** ****** ** this mask, as I now have severe tinnitus caused by 2 short usages of the mask. * **** ****** ** *** ******** * ***** ************ *** ***** ******* ********** ******* *** ****** ** ****** *** ** **** ******* *** ********* ******** ****** ****** *** * *** ******* **** ** *** ** ******* ** **********

• Initial Complaint

  Date:10/02/2023

  Type:Delivery 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.

  Date of transaction was December 1 2022. Received part of order, but not the “free”light (Boxing Day promotion, $189 before tax). Second part of order (the free light) shipping notification arrived via email Jan 6, 2023. Unable to track as it says package was not received from shipper, only label created. Never received it. Began reaching out to company, was told in writing several times that a new one was shipped *** **** *** ****** * Kala blames ****** and says it isn’t their problem, despite my having purchased their “package profection” for $4.99 at checkout. Company has stopped replying to my emails and DMs and has blocked me from social media as I continued to complain about my missing item. * ** ********* ********** *** **** ********* *** ***** ********* *** ********** ***** ********** ******* *********** *** ********** ***** ***** told at least twice by the “co-founder” ***** ****** that my order was going to be replaced then he backtracked on his word that a new order had already been sent out - twice. It is almost 80 days later* * **** ********** ********** ** * ******** ** ****** ******** ** ***** ****** ***** **** **** *** ** **** ******* *** would like to see immediate resolution in the form of a new light and/or monetary compensation for the amount of the lamp I should have received plus tax, as that is the value I would have spent on the light that I was supposed to be receiving for free as part of their promotion - I spent over $700 to get the free SAD lamp. Please help me, I have tried so many times to have it resolved as you can see from the attached photos. * ** ** ************* ********** ***** ***** **** ** ***** * ********** *** ***** ********** *** **** ** ******* ** ***** ********* **** ***** ** ***** ********* **** *** *** *** ***** *** ******* ****** ***** ******* *** **** ****** *** **** ****** ****** *** ******** ** ***** **** ***** ** ** *** ** *** ***** ********* ** **** ******* ****** ********* **********************

• Initial Complaint

  Date:02/02/2023

  Type:Delivery 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.

  Placed order for a therapy device on Jan 3,2023 (order **** - $673.60). Company promises 7-14 day shipping. To date the item still has not shipped. Company refuses to acknowledge my request to cancel order and receive refund as item is past promised shipping date. I’ve asked multiple times for a shipping date and keep getting the same ********* answer: “next week,” “within 72 hours,” “within 48 hours,” “today,” etc.. * ******** **** ** ****** **** ******* *** ***** ** ******* **** ** ****** ** ********** ** ****** I would like a refund immediately. ***** ******** ******* ** ********* **** ** *** ***** ****** ***** ********** * **** **** *** *** * *** *** *** ********** ** *** ****

• Initial Complaint

  Date:27/01/2023

  Type:Delivery 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.

  On December 8, 2022, I placed an online order for a Kala Therapy Lamp through *******/kalaredlight.com. Their website said shipping would be within 5 to 10 business days and that I would receive an email when it was shipped out. On December 12 I had not yet received the email saying it was being shipped so I emailed them at ****@************.com. They responded saying that the order #**** has been received and would be sent out in 5 to 10 business days. The email was from Veronica, Head of Customer Experience.
  
  On December 22, I still hadn't received an email saying that the lamp had been shipped so I emailed again and explained that it was a gift for my daughter who was at my place over Christmas but would be leaving to return to her home in West Vancouver on the 26; I asked if I could have the lamp shipped to her address if it hasn't been shipped yet. They emailed back and apologized for the delay citing that they were behind on orders and my lamp would be shipped out next week to my daughter's address in West Vancouver. The same day they sent me a confirmation email with a screen shot of ** ********** address in West Vancouver.
  
  On January 6, 2023, I received an email from Kala saying that my order was on its way. They gave me a tracking number with ******.
  
  On January 13, ** ******** had not received the lamp so I checked the tracking number and the ****** site said that ****** had not received the item so I emailed Kala again. They responded saying that they checked the order and that, according to them, it had been shipped out on January 6 and that they would check with their warehouse and get back to me.
  
  Despite further emails from me, I have not had a response from them. I have also had no response from their website chat. I have contacted ********** and asked for a stop payment.
  
  There is no address on their website *** ** *** *** *** ******** **** ***** **** ** ***** ******** ** ***** ** ******** ** *** ***

• Initial Complaint

  Date:20/01/2023

  Type:Delivery 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.

  Order placed December 25, 2022 for "Kala Therapy Lamp For Seasonal Affective Disorder (SAD) × 1
  $189.99
  $4.99 shipping insurance
  $24.70 Taxes
  $219.68 Total CAD
  Fast and Free shipping (2-3 weeks)"
  
  On Thu, Jan 05, 2023, at 04:26
  pm, I wrote:
  "Order #****
  Haven't heard from you concerning shipping?
  Is it not in stock?
  Please advise...
  Thank you"
  NO RESPONSE FROM COMPANY
  
  On January 19, 2023, after wasting about 20 minutes waiting for their online chat to Sales, which never connected, I sent an email instead...
  "Regarding Order #****...this order has not been fulfilled and therefore I want to cancel it. You charged my **** card on Dec 26, 2022 in the amount of $219.68 even before you shipped it! It has now been 25 days since the order was placed and is too late for the birthday present."
  "Please cancel the order and issue a credit."
  This got a response as such...
  
  "Hello ****,
  I understand your desire to receive a refund now due to the delay, however, I regret to inform you that we cannot cancel orders as per our policy. We apologize for the inconvenience caused. However, you may still return the product for a full refund within 30 days upon its arrival, should you wish not to keep it by then.
  We appreciate your patience and kind understanding.
  Light it up,
  ********
  Head of Customer Experience"
  
  I want them to cancel the order at their end since it has been "UNFULLFILLED" and issue my credit card a refund. I do not want the hassel of having to return it if it ever ships.
  
  This company has no phone number or address on their web site. Only an email address and a CHAT option that never connects to anyone.

• Initial Complaint

  Date:24/10/2022

  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.

  I am having issues with returns with this company. According to their return policy, 30-day risk free and if not satisfied you can return item. I returned 2 Kala Red Light Therapy units, one was too large so they talked me into switching it for a smaller unit. I received label for the larger but not until I had paid for the other smaller unit and only after being told that if not satisfied with the smaller version that I could also return. Sent the larger unit back over a month ago with the company's return label, which has both owners addresses on label: TO and FROM. Canada Post left a message for this company to pick up item as it looks like a residence address. I had returned the smaller item two weeks after larger one and paid for express postage; they receieved that one but it was delivered to building manager. I finally* ***** **** ****** *** *** *********** ** ****** ***** received my refund for the smaller version. They refuse to answer my emails and phone calls. They owe me $792.