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Business Profile

Online Retailer

Cleopatra Mask

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 23 total complaints in the last 3 years.
  • 7 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2025

    Type:Product Issues
    Status:
    Unanswered
    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 attempted to cancel this item shortly after purchase - on the very same day. It was not cancelled, but instead I was CHARGED TWICE FOR ONE ITEM. One charge to Klarna, one charge to Affirm. The Affirm charge was not authorized, and I contacted Cleopatra Mask numerous times to resolve the issue. I have not received the item, and I have now paid $490.16 for an item I wished to cancel in the first place. I requested a refund and have yet to see it credited back to me.

  • Initial Complaint

    Date:03/04/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My mask doesnt work. I have emailed and called several times in order to get an address to return the mask. Im so dissatisfied with the product and the lack of costumer service.

  • Initial Complaint

    Date:01/13/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My mask stopped working after 1 year and I contacted customer service. Tif promptly replied and asked a video. I sent the video and then Tif kept asking for several more videos when it was clear the mask was not working. Then she stopped responding to my emails. I sent follow-up emails asking for my issue to be escalated since it has a 2-year warranty. I sent additional emails, and I no longer receive replies. This is horrible customer service and looking at other reviews - ************************************************************ I see many other people reporting the same experience.

  • Initial Complaint

    Date:01/10/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 Cleopartra Mask and was sent a Cleolight Mask. I want the company to call me so I can understand what this mask is because I did not order this mask. I have emailed the company 2 times, called them 5 times leaving requests to be called back and IM'd them on their website with no response at all. I feel this is a Bait and Switch and I am not ok with it. I am canceling the credit card payment until I hear back from the company.

  • Initial Complaint

    Date:12/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    When you ****** Cleopatra LED Mask, the site ************************** comes up as the official site. I should have noticed the address of the company was in the **************. The mask arrived and was an imitation I paid $299 for. I emailed the site at ******************************* and went through the refund process on their site. They have not responded. The real site is *********************************.

  • Initial Complaint

    Date:07/11/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 mask for $300 in February February. I used it a few times, and then it stopped turning on. I contacted the company several times with a video showing how it wouldnt turn on. Somebody emailed me back once telling me to do something else that didnt work. Ive called the number several times and nobody answers.

  • Initial Complaint

    Date:07/01/2024

    Type:Product Issues
    Status:
    Unpursuable
    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 this mask on 5/5/24. they have a 60 day refund policy. My order was missing an eye cup. I did not use it because I was worried about my eye health. By the time I received my eye cup the mask did not work. It was fully charged.I do not want a replacement. I want to return it. I have little faith in the product.It was never used and is already broken. I think they are ignoring my requests in an attempt to run out my 60 days.

  • Initial Complaint

    Date:06/13/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    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.
    ***** delivered product to wrong residence, although shipping address was correct. I have sent pictures of my home to company to verify that the address is correct and the residence where the delivery was made is not my home. I have emailed them almost every day since delivery but no follow up. Cleopatra mask sent me the ***** pictures of the delivery, which I too have, but of the wrong house and looks nothing like the picture. It's approaching two weeks and no replacement shipment has been sent out. Attached is pic of fed ex delivery, and my home where packages are delivered regularly.

  • Initial Complaint

    Date:05/23/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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, This is about a device that I purchased. I kept having issues and we have correspondence right from day one when I received the device. They kept asking for videos which I provided. All their responses was the same leading me to their instruction manual. I generally am very patient and I tried to make it work. But ultimately, the device is just faulty. I asked for a return. I was given an address, different from where the device was sent from. I didnt think it was an issue bec thats their policy - ask for a return, they will give you an address then provide tracking info. I emailed them the tracking info. I didnt receive a response. Then my return was sent back as it cannot be delivered. My warranty now has lapsed because of the timing of the return. Their website is filled with five star reviews bec they do not upload negative reviews. I want them to respond in a timely manner, provide correct return address and be transparent about their faulty devices. I would like to return the device and get a refund even though the 60-day has lapsed since its not my fault that it didnt reach them on time. I was misled and given an incorrect address.

  • Initial Complaint

    Date:05/15/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    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.
    may 5th Never received the product that I paid for except a moisturizer

Cleopatra Mask is NOT a BBB Accredited Business.

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