Disgusting service no wonder you have 1.5 star rating, clearly you have no interest in your customers just money. I tried to cancel the light within an hour of purchase and when I called all I got was... See more
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I wanted to return product as it wasn’t the size I needed. I opened the box it came in & pad was still sealed in plastic. I could tell by looking at it that it was way too small. It took 3 weeks wit... See more
TLA John, four of us bought a red light pad each and then we all encountered the same issue i.e. the lights stopped working within a very short period of time and then you refuse to honour your advert... See more
Company replied
I dont think this review will be seen by anyone as its not a positive review but you asked for it so I'll be honest. Very unprofessional owner/manager here on the Gold Coast QLD.Offered me a credit wh... See more
Company replied
1.4
Bad
74 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 14% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Dear TLA (john) Customer Service,
Dear TLA (john) Customer Service,
I am writing to express my deep dissatisfaction and frustration with the recent experience I had with your company. I purchased TLA red light mat from your establishment, and unfortunately, my encounter with both the product and your customer service has been nothing short of disappointing.
To begin with, the TLA mat lights do not work I purchased has turned out to be faulty, failing to meet the basic standards of quality and performance that I expected. This has not only caused inconvenience but has also affected my trust in your brand. I find it disheartening that a product advertised and sold by your company would exhibit such issues.
What adds insult to injury is the shocking level of customer service that I encountered. In particular, my interactions with John from your customer service team have been extremely disheartening. Despite multiple attempts to seek assistance, my concerns were blatantly ignored, and the lack of empathy and accountability displayed by John was truly astonishing.
It is evident that customer satisfaction is not a priority for your company, and this experience has left me deeply disappointed and regretful for choosing to do business with you. I expected better from a company that claims to value its customers.
11 August 2023
Unprompted review
Reply from Red light
Lewis, Jon being me, the owner, gave you his best.
Like all other negative reviews about our company, you don't like the answer so I am rude.
I understand there is a cost of living crisis, but I write emails, polocies, facebook posts, blogs etc etc etc to detail why wearable items don't last as long. I mention longevity in every single blog on the topic. Every single customer who asks me the difference between pads and panels, I tell them Longevity and servicability.
You save a lot of money on a pad vs a panel but they don't last as long.
We also cannot service them, so we offer discounts or heavily reduced replacements.
In this instance, same. With 1000s of customers now, we do get this happen, especially on items that are nearing the end of their warranty.
Most customers accept this, and are incredibly greatful we offer them anything at all under the circumstance, the rest leave us a one star review on trustpilot.
In reality, if you want us to exist tomorrow which you clearly do not care about, we cannot rip ourselves off or cross polocy and negligently endanger our staffs health.
The hat only lasted a couple of days &…
The hat turns on but any movement of power cord it goes off-clearly a bad connection. I have gone as far as I can with the service department as they are just calling me names and have told me to f__k off. I need outside help now
12 January 2023
Reply from Red light
review number 5 is this alistair? cheers. We have posted a response to this review in video form on all of our social media accounts as you requested. In the video you can see the condition you returned your item in. We still offered you a replacement for $99.
Like every other bad review we have got, 90% of people will accept our swap our solution on heavily soiled items, the other 10% call me rude personally and trash the company.
This offer has since been taken off the table, after the 100 abusive emails and 5 or 6 one star reviews, and yes at that point, same as now, I did tell you to F off. I maintain this position.
I highly recommend TLA for their great…
I highly recommend TLA for their great service and products. I've found relief for my knee pain since using their Red Light Therapy Pads, which are very convenient with the combination of a battery pack.
12 January 2023
Unprompted review
Rubbish product, warranty and service.
The initial product purchase was fine, worked as described.
The power transformer almost caught fire while the mask was on my partner, that was concerning. We sent it back for repairs (at our expense) and they cut and shortened the cord... Didn't replace it, just shortened it. They also sent the product back broken. The hinges for the face mask were both broken, which then after one use led to the mask breaking a second and final time... And now TLA refuse to stand by their product and deny any fault for the now useless mask.
We were offered 15% off a new purchase despite the mask still being within its warranty period.
What a joke. The product and warranty are rubbish but the customer service is far worse.
Stay far away from this one... There are better products, warranties and customer service our there.
18 January 2023
Unprompted review
Reply from Red light
Scott, you are embaressing yourself at this point.
We don't shorten cords, and we don't send out broken products.
Your product is not in warranty, and is physically damaged and 2 years old. For anyone reading, facemasks have a 1 year warranty, where physical damage is not covered. This is above and beyond ACL guidelines on a $120 purchse, and further we have already replaced this item for you once, and the first time you admitted to dropping the remote hence it was broken. We can only go above and beyond once on such a small purchase. We have paid 3 x shipping fees and provided 2 brand new products. Both of which you had no problem with until 9 months after delivery.
You are literally a liar a theif, and we have told you to stop harassing us several times, including this morning.
Get a life!
Average quality and don't expect any warranty service
I just read the reply from the owner of this business. His reaction to a review about a unresolved warranty issue, faulty switch, within only three weeks after delivery, was this amazing huge bunch of lies and made-up stories - absolute rubbish.
Seriously, why would you do this as a company owner who cares about his products and his customers?
Here my original review: I purchased a top of the range 6000 model. In the beginning Jon, the owner seemed to be good to deal with and helpful. However, when The 6000 was delivered and installed, there where already screws missing - I had some in my tool box fortunately. The unit came without any manual or recommendations on how to use it.
When the electric main switch failed after three weeks, the owner of the company refused a free repair under warranty and quoted over $ 500 for a replacement repair. Unfortunately it seems, that those pieces are cheaply made in China in not great quality.
22 November 2022
Unprompted review
Reply from Red light
Peter, to be honest you may just be the king of unrealistic demands.
You contacted us in June, and asked for a Half red light therapy pod for business use. Because it was for business, you got $1000s off the purchase price, and we stored the Pod for you for several months as you went on holidays. We also gave you the 2022 model when you paid for a discounted 2021 model. We also let you pay for $6000 worth of the purchase on Amex, another pretty penny!
Upon returning from holiday, you basically demanded we right away deliver and install the pod, but when we arrived, it was to your house and not a business.
We don't offer installation in people's houses for free, or even at all, but we did install your machine for free, in your health room which was down stairs down a long driveway in a cramped room with a large dog present in the house...
We offer table top installation for business at best with this product, like the good guys or Harvey Norman. Not in home installation. No one offers that!!! 2 of us sweated our shirts through for 2 hours!
You then had us take the item apart and put it back together minus the wheels so you could fit it under some crazy couch we helped you move. The whole ordeal cost us 12 hours of staff time plus fuel and travel expenses for 2 staff.
We also sent you some free Blue light blocking glasses in a gift pack worth over $200.
You then proceeded to leave us a 4 star review.... I don't think any company has gone this far for a customer in history despite your dishonesty and copped a 4 star review
You've since left terrible reviews like this, because months after we did all of that for you, the machine stopped working. Really, as our tech mentioned, it seems like it is working and this could be user error, and it was definitely working when we left! If you think it is not, please get it down to us for a free service was what you were advised
Given your health room has hot/ cold water tanks and saunas, moving couches etc around it, as well as a large indoor dog running around who does not seem to listen well, maybe something happened to the machine. We still didn’t mention any cost and stand by that.
In terms of us coming to you 4 hours away, again, it will be at your expense, as you live several hours away and have taken advantage of our generosity the whole time. Aside from us not offering this service in general full stop, putting us further in the red is not an option, especially considering the amount of reviews you're clocking up!
One business owner to another, your behaviour is appalling, and flexing your business and lying about your intentions for huge discounts and having us bending over backwards the whole time is just disgusting. Something I'm proud to say I wouldn't do to your business or any other despite being half your age.
BTW, you have trustpilot purely to leave other businesses negative reviews... clearly a great person.
Kindest regards
Great product, terrible service
The product I purchased - Red Light Therapy Torch + Targeted Nozzle-was quite effective until the glass nozzle broke. It has turned out to be quite a challenge to purchase a replacement part. Starting from November it took multiple emails to even find out if replacement parts were available as this information was not available online (I would have just purchased it there and then if it was). I also emailed the company as I had safety concerns about the glass and the ease with which it broke as I had been using it on children. After multiple emails about availability of replacement parts, I received a highly defensive and appallingly worded emailed from Jon. I highlighted to him passages from my previous two e-mails where I asked if replacement parts were available. I was sent an invoice for a replacement part, which I paid and sent through proof of payment on 22nd Dec. While I had expected things would be delayed over the Christmas break and wasn't necessarily expecting a delivery, as yet, I've received no further contact from Jon or his team, no delivery, no acknowledgement of receipt of payment, no tracking or delivery details. In this time I have received multiple marketing emails from them though, and constant invitations to review the product, hence my writing this review...
It's also worth noting that after I purchased the torch, I realised it had a pulsing function. When I enquired as to how may hz the pulse rate was, they were not even aware of this feature. A lack of knowledge about their own product has also diminished my confidence in the service offered.
In summery, the product I purchased was good, but the customer service was terrible. I have been actively looking for an Australian supplier to refer people to, but after this experience I will continue referring my loved ones to my previous Canadian supplier who has provided excellent customer service, its worth paying the extra postage for.
3 November 2022
Reply from Red light
Hi Kate and thanks for shopping with therapylights.com.au, the home of red light therapy.
So actually, I was pretty polite at all times, even though you were really really dishonest and rude the whole time. For the record you did message us saying your item (which was several months old at the time) spontanioulsy broke, shattered glass etc. This is obviously impossible so we requested you return it for inspection so we could see an otherwise ' perfect condition' item with shattered glass ( come on, you clearly dropped it) . Quite some time later you apologised for not getting back to us, and said you would send the torch back soon.
1 month later you claimed you were unable to return the torch because there was broken glass and the Australia Post would not accept it.. This is the first I have heard of Australia Post not accepting parcels, especially if contained safely in packaging and my entire job is sending parcels.... just saying.
You then claimed not all parts would be present as some went through the vaccuum. You then asked us to send a new part out without inspecting or seeing the old one. for free. just because. Obviously no company in the world would do this for you.
Given we never recieved a part back, or further contact, what were we supposed to do?
It then got to 21/12/2023 (another month later) again, you apologised for the late response. At this point you finally agreed to pay for a spare part, and made payment AFTER shipping closed for 2022 as advertised on our website and as explained to you.
Your item was to be posted out today in fact, as it is our first day back for the year. You are meant to be a business partner, hence the large discounts and instant replys to your emails which were months apart smh.
It is fine, I have refunded your order, and you can thank your lucky stars that your business cannot be reviewed in a simlar way online.
Also, we are completely aware the torch has a pulse function, but our phone staff may not be aware of technical knowledge to the depth of what exact frequency in hz it pulses at. The staff member did ask an engineer and responded to you within 4 hours of your email so that's pretty great work in my eyes!
We are no longer interested in doing business with your business Equipoise Health, and why you would leave us reviews on trustpilot as a partner company, when you are clearly lying to us, is a complete shambles. Also the fact your company has no way to be reviewed online yet you would do this is just cowardice.
Best of luck with your business!
Both purchased items faulty
Second product also faulty.
Great communication from company in attempt to resolve issue. But not impressed that both items sent have been faulty.
22 December 2022
Reply from Red light
Hi Janessa
This is Jonathon i've dealt with your emails from the start. You're a nice person, so I don't want this response to be taken the wrong way, but I do have some things I'd like to point out given this is a 2 star review.
I'm going to send you some photos via email. Your first product wasn't faulty, it was broken. When you first contacted us, it was after the first 30 days of purchase, but only just, so I went over our polocies and sent you a return label. You sent the product back over a month later, and it arrived to us on 21/12/2023, the very last shipping day of the year.
Because there were no technitians available, and the issue was quite obvious ( photos in email) we decided to just give you an entire new product as it was Christmas.
Now I am unaware of the issue with your second product, as we are yet to inspect it, however I'm going to be transparent, if it is damaged in a similar way we won't be able to send a 3rd new one...
I hope this helps, really, I always go above and beyond for customers being the director of the company, but in this instance I feel your comments about the products being 'faulty' are a little bit off considering the physical damage and the fact we replaced the item anyway...
Kindest regards
very happy with the results after three…
very happy with the results after three weeks, and the company have been easy to deal with.
13 December 2022
Item has not been received.
4 December 2022
Reply from Red light
Hi Bud, thanks for taking the time and thanks for shopping with therapylights.com.au Infrared Red Light Therapy.
Just a heads up, the item you ordered is still on pre order, if you want to swing us an email, or just have a look on the listing itself, it is quite clear... https://www.therapylights.com.au/product/tla-lte-300-best-value-red-light-therapy/
Regardless, I can understand if you've missed something, and am totally happy to refund you! Alternately, we tend to under promise and over deliver in terms of pre orders, so we are likley to have the item sent on or before the advertised date. I'm also happy to include a gift within your order for any misunderstanding.
Just email me at admin@therapylights.com.au
Cheers
Jon
The mask is heavy and uncomfortable
The mask is heavy and uncomfortable. Have to hold to prevent it from sliding down even when lying down. Eyes are really uncomfortable. Used it once only.
1 December 2022
Great value
Very quick delivery, excellent value. Wonderful relief for a sore back, it has a gentle warming effect which is also very relaxing
1 October 2022
Unprofessional and very very bad customer service
Rude and nasty response from the seller. I urge the seller to change his ways to respond in professional and proper manners, and educate themselves in proper customer service.
The seller argued I had agreed to his policies, which I never signed or acknowledged.
The seller also blamed me for not emailing beforehand regarding my issue. I actually sent a message on Oct 27th to the number provided on the seller's website. Perhaps he did not receive it.
The seller continued to tell me I bought the cheapest item from their website. I actually did not just visit his website to pick out the cheapest item to purchase, but I researched the item that I wanted to purchase, and landed on his website. I added the item to the cart and paid. There was no policies to acknowledge at the time of purchase. Perhaps the seller will need to rearrange the check out process and have the buyer check an acknowledgement box.
I also received two emails from the seller asking me to leave a review for the purchased item, which I did after not receiving any response from my message sent to the seller.
The seller also assumed that "us Americans" don't follow tracking numbers and blame the seller. I want to inform the seller that yes I have the tracking number and followed it.
This review is about my unpleasant experience dealing with the unprofessional manners and defensive attitude from the seller, who needs to better manage negative reviews, watch his tone, and take care of its clients no matter the review.
Kind regards,
7 November 2022
Reply from Red light
Hi Christina.
I want to direct you towards the product you purchased and further the conditions of purchase.
https://www.therapylights.com.au/product/black-out-goggles-for-red-light-tla-2021-edition/
We have provided you tracking and sent the item.
You have agreed not to leave a review.
On one hand, this means we will take further action if the review is not removed
On the other hand, you could have emailed and we might have been able to help more.
It is very very rude to buy the cheapest item a company sells from the other side of the world, and then leave a negative review against our polocies.
We are not a goggles company, and 4/5 negative reviews we are getting are Americans buying his accessorie and not following the tracking number and then blaming us.
It makes us seriously question if we should accept purchases from the USA.
The reality is that no American companies sell them, and we are not the postage company, so maybe you could leave the postage company a review
Regardless please remove this review as per the agreed polocies and I will see what I can do about sending another pair or refunding you.
TLA Black 300
Excellent product, bought TLA black 300 a month ago. The benefits so far have included faster wound healing and improved skin texture.
6 October 2022
Reply from Red light
That's amazing! These are the reviews we love to read.
Thanks for shopping with us and thankyou 100 x more for the positive review!
Jon
therapylights.com.au
Great product support
When it comes to anything technology-related, my main concern is product support (is it easy to get help, are they patient, etc.?).
I found the product I needed on their website, read the description and downloaded the PDF instructions. After digesting I still had questions. So I called.
I got great insights that helped me make my buying decision. Then, after a day's consideration, I had another question so I called again. I got the same great support. This is what I look for and this is what they delivered.
This was followed by prompt shipping and follow-up.
As for the product itself, I've only been using it a few days. I never expected instant results, I know that some health issues require routine and discipline which I'm willing to give.
One thing is certain. I know TLA is there for support. And that means a lot.
28 October 2022
Reply from Red light
THANKYOU!
We really appreciate it and thankyou so much for taking the time to write this review. Don't hesistate to get in contact if need be!
The Whole Team
therapylights.com.au
Very fast response and high quality…
Very fast response and high quality products. Highly recommend.
31 October 2022
Reply from Red light
Thankyou very much for this, we really appreciate you taking the time :D Have a wonderful end to the year!
The Whole Team
Therapylights.com.au
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