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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/07/2024

    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 ordered a red light mask from Cleopatra Mask back in November 2023. The mask stopped working after 4 months. There is no recourse to talk to customer service. I've attempted several times by phone and by email. No response. They claim on their website to have a 2 year warranty.

  • Initial Complaint

    Date:04/18/2024

    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.
    I have purchased the Cleopatra Mask for ******USD on January 29, 2024., and received the mask in February, after few weeks this mask did not work as advertised. I contacted the seller to returned the mask and to got the refund. The provided me with the address to return to, which I di on 24 of March. I have been waiting for my refund ever since. I have try to contact the seller, yet no one answers the phone. When I check with *** about the packaged, it turns out this address is can not be delivered.

  • Initial Complaint

    Date:03/25/2024

    Type:Sales and Advertising 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.
    Website purports a 60 day refund period and gives a fake return address. Responses are clearly bot generated and another suspicious address was given when asked for a paid return label after spending $23 on postage the first time. No option to speak to an actual person ever. This is obviously a scammer company.

  • Initial Complaint

    Date:03/25/2024

    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.
    I ordered their LED face mask on 3/7/24 and I tried it for a few days but didn't like it due to discomfort. They have a 60 day money back guarantee. I mailed it back for a refund on 3/18/24 with the address they provided. Now the tracking number shows it was refused by the person there. As I'm searching about this issue I'm seeing that other people had the same issue that the return address provided is a Staples store address. I wish I read about this before.

  • Initial Complaint

    Date:02/15/2024

    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.
    Item was purchased in September of 2023. Product broke January of 2024. After several weeks of back and forth with customer service, multiple videos were sent showing the issue they stopped responding to my follow up emails inquiring that the resolution would be. After asking me to send videos the went silent. I paid $299 for this device only to have it break a few months later with no product support. Absolutely disgusting. No resolution has been offered. There is a 2yr guarantee on the website but they will not honor it.

  • Initial Complaint

    Date:01/31/2024

    Type:Sales and Advertising 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 purchased a Cleopatra mask on January 2, 2024. I had issues with the tracking number they sent and had zero response with help tracking the packaged. After 3 weeks the package did arrive. The cleopatra mask was fully charged by me and worked only 1 time properly. I've tried calling their website phone number and all I get is an odd message machine. When you email they've responded once with directions to return but the address they gave is for Staples. I have no faith I'll actually receive a refund for a product that never worked. Beyond frustrating and this company is a scam.

  • Initial Complaint

    Date:01/22/2024

    Type:Sales and Advertising 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.
    The transaction date, 01-03-2024; online order to their web site where I paid $299.00 . The company website states there is a 60 day guarantee for a return policy. However there are no return instructions. Only an email to request refund instructions. They have not responded to the several attempts to access the return information. The phone number listed is never answered. I solely wish to get a response for the return information so I can get my money back.

  • Initial Complaint

    Date:12/27/2023

    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 purchased the Cleopatra Mask on 7/24/23 for $276. The order number is CM2115722 and was delivered to me on 7/31/23. The mask has been malfunctioning and progressively getting worse for the past 2 months. I reached out to the company on 12/14/23 describing the issue and asking for assistance. They responded back requesting a video of the malfulction which I provided to them on 12/18/23. They responded on 12/18/23, after receiving the requested video, asking me to describe the issue yet again which I did on that same day. They responded again asking if it was in warranty and suggesting that I do a reset and that they could provide me with those instructions if needed. I responded immediately asking for those instructions. On 12/19/23, when I had not received a response, I reached out again requesting those reset instructions. I received a reply that they were having trouble looking up my order and that my case had been escalated and they would be sending those instructions. On 12/22/23 when I still did not have reset instructions, I reached out again saying that they had my order number and that I didn't understand why they could not send reset instructions. They replied again thanking me for my patience and again mentioning escalating my case but not telling me why they couldn't send reset instructions now.

  • Initial Complaint

    Date:12/21/2023

    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.
    The transaction date, 12-10-2023; online order to their web site where I paid $299.00 for an LED mask. Their immediate message to me confirmed that I must cancel the transaction instantly, which I did and that's when the litany of email excuses began. I enlisted Apple Credit, who I paid the order through to obtain a refund via a complaint I submitted. The business has agreed to the refund many times, only to continue communication via email that despite agreeing to cancel the order, they continue to update shipping information, a tactic I now learned is their means to force Apple to remit payment to them. They furnish tracking information under order #CM2127535; with the tracking number of #YT2334621222004673, on an untraceable out of the US site. They continue to advertise their company on this web site: ********************************************* I'm not alone, BBB has a file of complaints, and I regret being unaware previously.

  • Initial Complaint

    Date:12/07/2023

    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 cannot get a hold of Cleopatra Mask **************** via their ***** line, local phone number or online form. Both phone numbers return a message that the call cannot be completed at the time or something similar like the company has gone out of business or is on fire. So I filled out their online form describing my issue and no response. What do I do? I bought a mask over Labor Day, charged it once, used it 3 times and then tried to use it again and it was out of charge. OkayI plug it in, charges all day but when I go to turn it on - nothing. No lights. I replug in and soon discover what is happening. It only charges for approx. ***** minutes then the light turns green like it is done so it stops charging. (If its actually charging at all) This is one of the downsides of shopping early for xmas. I did not pay attention to the refund window only using it 3 times since Sept. because I did not want my husband to see me! However, there is a 2 year warranty that should cover whatever is happening. I just need to get in touch with someone but after reading other complaints Im not feeling very hopeful about that. I have never experienced anything like this. The company claims to have this big media presence but I just cant see how that is possible. I may try to reach out to some of these media outlets to share my discontent. Buyer beware.

Cleopatra Mask is NOT a BBB Accredited Business.

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