iRESTOREReviews of irestorelaser.com

Response from iRESTOREAug 12, 2024

Hi Jess, I’m really sorry to hear about your experience and the stress it caused you. We understand how frustrating this situation must have been, especially given your circumstances. Unfortunately, as part of our return policy, “Freedom Laser Therapy reserves the right to deduct return shipping fees and/or any customs and duty charges – as well as the return to sender cost from any refund due upon refusal of delivery.” the shipping and handling fee cannot be waived. We truly regret any inconvenience this has caused and appreciate your understanding.

Response from iRESTOREAug 10, 2024

Hi Yolande, I regret to hear that you didn't receive the package. The main reason was that the package was returned to us because it had been held at the DHL warehouse since July 28, 2024, due to unpaid customs taxes and fees. Our customer service team has already reached out to you so we can further assist you and give you options to receive the package. Let us know if you have further questions or concerns. Thanks!

Response from iRESTOREAug 10, 2024

Hi Karen, Thank you for reaching out with your concern. I’d like to clarify the situation regarding your recent tax charges. Upon reviewing your email via the customer support channel, I can confirm that you were charged a combined sales tax rate of 8.25%. Here's the breakdown: CA State Tax (6%): $113.28 CA County Tax (0.25%): $4.72 Marin County District Tax SP (2.25%): $18.88 Orange County Local Tax SL (1%): $18.88 If you add up these percentages, you'll see that the total tax rate is still 8.25%, which is correct. The confusion seems to stem from a labeling error on the invoice. The invoice incorrectly listed “Orange County Local Tax SL (1%)” instead of “Marin County District Tax SP (1%).” While the description was incorrect, the actual tax rate applied was accurate. This means you were not charged twice; the total tax amount remains the same, and no additional charges were applied. Rest assured that this error in the description has been reported to our back-office team for correction. The tax percentage is correct, and the total amount charged is accurate. If you have any further questions or concerns, feel free to reach out. We’re here to help!

Response from iRESTOREAug 1, 2024

I'm really sorry to hear about the missing battery pack and the lack of follow-up. That's definitely not the experience we want you to have, especially after your big purchase of the Elite device. We're working on this right now to make it right. Our team is reviewing your case, and we'll make sure the battery pack is sent to you as soon as possible. Thank you for your patience and understanding.

Response from iRESTOREJul 8, 2024

We sincerely apologize for the inconvenience and frustration you have experienced due to the excessive texts and emails. We understand how upsetting this must be, especially after you have repeatedly reached out to our support team for weeks without seeing any resolution. Please know that we are taking this matter very seriously. We are currently investigating the issue and have made it a top priority to resolve it as quickly as possible. Your feedback is invaluable, and we are committed to making things right for you.

Response from iRESTOREMay 21, 2024

We sincerely apologize for the inconvenience you have experienced with your order and the delay in processing your refund. We have processed your refund, and you should receive it within the next 5 business days. For further assistance, please reach out directly to our customer service team at [email protected]. We are committed to addressing your concerns and making things right. Thank you for your patience and understanding.

Response from iRESTOREMar 18, 2024

We sincerely apologize for any inconvenience caused by the delay in processing your refund. Upon reviewing our records, we found that your cancellation request was submitted over the weekend, resulting in it being processed the following Monday. However, we acknowledge that the delay in refund processing beyond that point is unacceptable. We want to assure you that your refund was indeed processed last week, specifically on 3/15. Nevertheless, we understand your frustration with the extended timeframe and the need for numerous emails. We are committed to providing better service and will investigate what caused the delay in communication and resolution. Please accept our apologies for the inconvenience, and rest assured that we will take steps to prevent such delays from occurring in the future. If you have any further concerns or require additional assistance, please don't hesitate to contact us directly. Your satisfaction is important to us, and we appreciate your patience and understanding in this matter.

Response from iRESTOREMar 5, 2024

We deeply regret the inconvenience and frustration you've encountered. We're conducting an internal review to fully understand the situation and implement necessary improvements. With your specific case, we took immediate action to rectify the error in sending you the incorrect device. As a gesture of goodwill and to ensure your satisfaction, we promptly refunded the fee for the device you purchased and arranged for you to keep the incorrect item you received. We recognized the significance of addressing your concerns and were committed to making things right for you. We highly value your feedback, and resolving this issue to your satisfaction is our top priority. Please rest assured, we remain dedicated to delivering exceptional customer service and ensuring a positive experience for all our customers.