Solawave Inc.Reviews of solawave.co

Response from Solawave Inc.Sep 11, 2026

UPDATE: We're so glad we were able to get in touch with you and determine that the masks are not defective, but we understand that you have changed your mind and would like to proceed with a return so we're happy to process that. Please keep an eye on your inbox (and spam) for return instructions. Let us know if there's anything else we can do for you. ----- Hi C.E., we’re sorry for the frustration. Our team did respond to your return request on September 9 with a few questions to help clarify the issue you were experiencing and ensure the mask was set up correctly. The controller must first be charged and then connected directly to the mask during use. It’s possible our response landed in your spam or promotions folder, and we’re sorry if it appeared that you hadn’t heard from us. Our team is happy to continue assisting with your request. We're reaching out again so we can help with next steps.

Response from Solawave Inc.Sep 28, 2026

Thank you for your feedback. We're really happy we were able to connect with you to make this right with a free replacement. Please reach out again if you need further assistance.

Response from Solawave Inc.Mar 3, 2026

Hi Cindy, Our team responded to your emails both on 2/28 and yesterday, 3/2. It looks like you are not receiving our messages (please check your spam or promotions folders). Our team just called the number we have on file for you and left a voicemail to help resolve this. Please call us back at 1-844-765-2928. Please note that we offer live chat on our site as well as email and phone. We look forward to hearing back from you to sort this out.

Response from Solawave Inc.Jan 27, 2026

Hi Laura, Thank you for your feedback. We want to clarify that our safety information is readily available on our website, and each instruction manual is available to view and download to ensure that all customers can make informed decisions prior to purchase. While we’re sorry the return experience felt frustrating, our team did provide a return label and guided you through the process. Once the unused device was received, your refund was promptly processed. We appreciate you sharing your perspective and are always working to improve clarity and ease for all customers, including our international community. - the Solawave Team

Response from Solawave Inc.Dec 9, 2025

Hello. Our team has followed up with you on 12/9/25 and 12/15/25 in addition to our first resolution email on 12/4/25 and we are just waiting for your response so we can resolve this for you. Looking forward to hearing from you. Hello, Thank you for sharing your feedback. We are very sorry to hear about your experience, and we take any concerns about product performance or safety extremely seriously. To clarify, our Team Lead reached out directly on December 4th with a resolution for you. Perhaps you haven’t seen the email we sent, as we haven’t heard back from you, but we’d be happy to resend it and will be following up with you again. In that email, we also addressed your wiring and safety questions. The step where we asked you to gently rotate the cord is a standard diagnostic check used to determine whether a single device may have a loose connection. We understand how this could have been interpreted differently, but this does not indicate a known wiring issue or any safety risk. Your device has completed comprehensive safety and quality assessments and is certified under several globally recognized standards, including RoHS, FCC, CE, and UKCA. These certifications indicate the device meets strict environmental, health, and safety guidelines for consumer electronics. Please check your email again for another message from our team so we can resolve this for you. We look forward to your response.

Response from Solawave Inc.May 15, 2025

We’re sorry to hear about the trouble you experienced with your return. We know it can be frustrating when things don’t go smoothly, and we truly appreciate you taking the time to share your honest feedback as we continue to improve the customer experience. Our team responded to your messages right away, but unfortunately, some replies weren’t delivered because your inbox was full and unable to receive new emails. That caused a delay in getting you access to the return portal. While our return process includes a few verification steps to protect customer accounts, we understand it should feel more intuitive and seamless — and your input is helping us improve. For faster help in the future, we also offer live chat (Monday–Friday, 8am–5pm PT) and phone support (Monday–Friday, 8am–5pm PT), in addition to email.

Response from Solawave Inc.Jan 13, 2025

Hi Caterina! We are so sorry for the delayed response. Our team has received an overwhelming response to our holiday sale which impacted our response times significantly. Regarding your order, we did respond to you on Dec 24th and gave you an updated tracking link. As we mentioned, your package was waiting for customs clearance into Italy and unfortunately, we do not have any control over how long customs clearance and processing takes. In checking your tracking again, we're seeing that the final mile carrier held your package and attempted to reach you. Your package is listed as ready for pickup at a designated pickup point. We've also resent that tracking information to you just yesterday. Again we are sorry for the experience you've had with your delivery, and we've processed a full refund for you. Please check your spam or junk folders for our messages and let us know if we can provide further assistance.

Response from Solawave Inc.Jan 13, 2025

Hi Tish! We are very sorry for the error with your tracking link and for the delayed response times due to our holiday rush. We understand your order was intended as a gift and we're sorry it arrived after the holiday. To clarify, your order was fulfilled and shipped from our U.S. warehouse on Dec 4th, however, your order experienced a longer processing time and customs clearance. We responded to you with an additional update on Dec 24th and then followed up on Dec 27th when your order was delivered. If you need further assistance regarding your order, please let us know!