Michelle R.
Poor customer service/no replacement items and cord almost started a fire
I am highly disappointed in this product. Customer Service has been very poor. I have reached out to them multiple times by email and no response. Next, my cord almost started a fire because it overheated. You would think that the company would sell cords there, but they referred me to Amazon. Also, the strap does not stay on well and so when I finally got a hold of them to ask if I could buy a strap, they said they didn't sell straps there for their red light therapy mask. How could you sell a product like this and not forsee that customers may need replacement items. I would not recommend purchasing from this company. I will research better next time.
Response from GlokoreDec 29, 2025
We take this feedback extremely seriously, especially where safety is concerned. Any report of a charging cord overheating is a priority issue. That is not acceptable, and it should have been escalated immediately for review and resolution. Our team investigates all potential safety-related concerns and, when warranted, arranges replacement components or a refund without delay. Referring a customer elsewhere without first resolving a reported hazard does not meet our standards, and this interaction is being reviewed internally. We also understand your frustration regarding replacement parts. Wearable products should be supported with appropriate solutions when components such as straps or cords fail or wear out. We are actively evaluating our accessory and replacement policies to ensure customers are not left without options. Equally concerning is the lack of response you experienced when reaching out for support. Timely communication is essential, and missed messages are taken seriously, as unresolved concerns can affect both customer trust and compliance expectations. If you are open to it, our support team can still step in to address this properly—whether that means replacing the affected components, arranging a return, or issuing a refund to your original payment method. Please call us at Phone: (888) 899-8534 so we can further assist. Our objective is to ensure no customer is left with an unresolved issue, particularly when safety or product reliability is involved. We appreciate the opportunity to address this publicly and are committed to correcting the situation rather than leaving it unresolved.