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Business Profile

Pain Management

Kailo Labs, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pain Management.

Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 2 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:01/02/2024

    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.
    Placed an order on 12/10/23, 1 Patch with adhesives. They shipped it 12/11/23 with no tracking number, it was lost in the mail. I asked for a refund, they refused and sent a replacement, with tracking and I have not received it yet. I also asked them to cancel any and all subscriptions but was told I have to pay for 2 subscriptions before canceling. They do NOT have my permission to charge my credit card for any more patches. I do NOT want to do business with this company and all I want is to not pay for any subscriptions or to purchase anything else. Keep the money for the lost one. After hearing all the complaints, I really dont want to do business with this company ever!

    Business Response

    Date: 01/16/2024

    Hi ******,

    I am refunding you your money and cancelling the subscription that you signed up for, which was completely clear on our website when you signed up for it. Please in the future read carefully what you are buying and agreeing to. 

    Team Kailo

    Customer Answer

    Date: 01/17/2024

     
    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:09/14/2023

    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.
    We order the patches and they do not work. Simple. Our order number is ************** We are withing our 90 day return period. We have left messages at office and no response.

    Business Response

    Date: 09/15/2023

    Hello,

    Here are the return instructions you were given on September 14th from our agent Lizzy. I think you received it because you did respond, thanking her for the information:

    Hi ******* and *******,
     
    Thank you for reaching out! I hope this message gets to you as I am aware that some customers have had issues in the past with our emails getting sent to their junk folders. I am sorry that you were unable to find relief. I hope you will find a good solution for your pain!
     
    Attached is a return authorization form. Please print it, fill it out, and return it along with your Kailo patches and unused adhesives, and any extra unopened 5 or 10 packs of adhesive. (Only unopened and unused 5 and 10 packs of adhesive or rolls of KT-tape are eligible for a refund.) The return address is on the form. Place the form, your patches, the unused adhesives that came with the patch and any adhesive 5 or 10 packs or rolls of KT-tape in an envelope. You should have it weighed at the post office to determine correct postage. It is also wise to get tracking on your package so that you have a record of the return in case the post office loses your return.
     
    Please note that all Kailos must be returned, including free ones, in order to receive a full refund. Partial returns will receive partial refunds.
     
    Your return authorization number is ************. Your order number was **************. Once we receive and evaluate your return, we will issue your refund accordingly (this process can take up to 5 business days). It then can take 3-5 business days for credit cards and 5-7 days for PayPal to show the credit on your account.
     
    We wish you all the best on your health journey.

    All the best,
    Lizzy
    Team Kailo
    "In a world where you can be anything, Be Kind"

  • Initial Complaint

    Date:01/26/2023

    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.
    06/01/2022 $100 paid for item Kileo pain patch is a scam, the item does not work as described or period. Company does not answer emails or phone calls to troubleshoot or dispute the item. People do your homework this item is a scam!!!

    Business Response

    Date: 01/27/2023

    Hi ****,

    We have no orders under your name or email. We have not received any communication from anyone with your name or email. Please reach out to us at ************************************ with the name or email on your order or an order number and we will be happy to help you with a refund if you are within the 90 day return window.

    Team Kailo

Kailo Labs, LLC is NOT a BBB Accredited Business.

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