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Reviews 721
Alex
Jan 18,2025Customer service
KM
Jan 18,2025My $2500 Recovery Pod stopped working after 6 months and customer service is ghosting me. After receiving the Recovery Pod in July 2024, I was thrilled and it worked great. I used it about 1-2x a week, until the red lights stopped working (the infrared appear to still work, none of the red lights do). I contacted customer service and sent a video as instructed, but now Novaalab is not responding. I've sent three messages over the past week with 0 response and no indication from Novaalab on next steps. I'm extremely concerned that I just threw away $2500. I would advise anyone to stay away from the Recovery Pod, as it's far too expensive of a purchase to not have solid warranty/customer service backing it.
Julia
Jan 18,2025I had a short in the lights and my red light belt was replaced! I am so happy. I was able to send a video showing how if I bent it at a certain spot all the lights would go off! They replaced it with a smile, Thank you so much!
Lisa B
Jan 18,2025Great customer service; quick responses which was helpful. I love the XL mat! Thank you
Angie
Jan 18,2025Great product. Excellent customer service!
Jessica Rogari
Jan 18,2025My item never came. I checked my mail and I have a camera at my front door. The link to track the package doesn’t exist. I contacted support for a refund and they said “It shows delivered. Sorry you haven’t received it yet. We can’t refund delivered orders.” 3 completely contradictory statements in one breath. They never responded to me a second time. I should’ve listened to the other reviews. This company is a scam.
Paul
Jan 18,2025Ive been told twice now that my order would be in 3 weeks! The first time was 3 weeks ago. I had to edit this because I feel I was reviewing the shipping time on the product....the products themselves are outstanding. I've purchased 3 of them and cant say enough about them. So when the blanket does eventually show up, I know I will enjoy it.
Mudpuppy
Jan 18,2025Arrived quickly and so far it’s been great!
Maryam Mesbah
Jan 18,2025I didnt get my delivery and my request to cancel my order was not replied to. I had a few follow up emails
George Knevelbaard
Jan 18,2025I have tried multiple times to email Customer Service received no response. My experience appears to be par for the course for this company. I hope that this is their only weak spot.
STEVE PRIDMORE
Jan 18,2025Online order placement seamless and easy to accomplish
Jeff Rothenberg
Jan 17,2025BUYER BEWARE - If you have to return an item, they will put you through hell. They will purposefully ignore your emails (see the many complaints online about this), they will make you pay out of pocket to return the item, they will then sit on your return and require you to follow up with them. I had to threaten them that I was going to dispute the charge with Amex and finally...the refund about ~ 3 weeks later. I believe this is a Chinese company and they reek of scammy vibes. STAY AWAY is my honest advice.
Andrea
Jan 17,2025SCAM!!! Do not purchase from this company. They will not work with on a return. I have been waiting 20 days and they still will not provide me return information. They are clearly trying to scam people.
JS
Jan 17,2025I have been emailing customer service December 20, 2024 regarding my defective light pad. It is now January 16, 2025. Twice now I have received a quick reply and then no correspondence at all after my request for a return and replacement pad. They just stop replying to any emails and completely ghost me. It's very unprofessional. I will have to decline payment via my credit card in order to get my money back for this expensive, defective product.
LINDA HALLER
Jan 17,2025Customer Service. Also red light pads failing by only having a small percentage of rows of lights actually work, after a few months. I’ve had three red light pads fail by only lighting up 3 rows after a few months. After the initial requests for replacement, they were gracious and responded quickly by email and sending me a replacement. Also once a new control cord. When the third pad failed, I immediately sent a video as they had always requested video before. They then asked me to return all of the previous pads and cords. Luckily I still had them all. The original pad is still under warranty. I did that December 26, three weeks ago. They have not been gracious this time, and have not even responded to my email that I had sent all of them off. I also have bought the oral care product, the hand held laser and the small square strap on one. The oral care one is working well, but my favorite was the red light pad which I used for back pain - herniated discs then after surgery. They have not even had the courtesy to reply, despite me having sent off all the malfunctioning light pads and the cords. I actually would just like a replacement unit including cords since I sent them all back. It is still under the original warranty. I am not happy as it actually works. UPDATE: 1/14/25 NovaaLab responded today and is finally sending me a replacement light pad. It does work really well.
Michael Pope
Jan 17,2025Your product so far is working as advertised. Looking forward to purchasing more of your products.
Mary Ellen
Jan 17,2025Have not received the device which was ordered on January 8. Eight days have passed with shipping notices stating it has been shipped. Your company is a joke!
Russell Pemberton
Jan 17,2025I haven't received my order yet, but the ordering experience was excellent. Looking forward to receiving my product.
Darinda
Jan 17,2025This company has the best customer interface that I have ever experienced. However, on the other hand, if you click on the percentage off tab at the very beginning it apparently thinks you have entered something in the cart and constantly sends emails asking you to finish checking out.
2810 N Church St PMB 94922, 19802-4447, Wilmington, US
http://novaalab.com
Beachbear
Jan 19,2025I bought this product hoping it would improve my skin elasticity, thin skin bruising brought on by age and sun damage. It's early days, but it does seem to have healing effect on the bruises and hopefully as the treatment progresses, my skin won't be as fragile.