Cleopatramask Avis 

I purchased the cleopatra mask and the next day tried to cancel order which they denied. I didn’t receive the mask till 2 1/2 weeks later. Contacted customer service the day it was delivered, product was not used or opened. Long story short… IF YOU ORDER THIS MASK THEY WILL NOT LET YOU RETURN IT AND GIVE YOU A REFUND!! They don’t respond to emails with the information you need and if by some chance you are lucky enough to get information to return it they make you pay to return it and will only credit you back 30% of what you paid and that’s IF they ever accept it! Scam/ horrible customer service!! DONT WASTE YOUR MONEY!!!

The product is not as described. The company admitted to changing the look and logo, but the website still displays the old design, which is misleading.

The headband is too small, and there are no alternative sizes or extenders available, making it difficult to use the mask as intended—especially for movement during wear.

The eye holes have protectors that do not stay in place- they are not flush with the mask- moreover they are uncomfortable- if you can manage to buckle the mask- the eye protectors push into your eye.

The instructions are vague, particularly regarding the light settings. There’s little explanation of why one setting should be used over another, which makes it unclear how to optimize the product.

Customer service was unhelpful, repetitive, and provided no real solutions.

I’ve been using the mask once a week since January, on the highest red light setting (I lay down on the bed and lay the mask on my face with the straps out since the band is too small) but haven’t noticed significant results yet.

However, the blue/anti-inflammatory light did seem to help with an outbreak I was experiencing.

Ultimately, given this experience I would try another product.

My mask stopped working within the warranty period. I called and emailed ~20 times and was not successful in getting a response from the company. I don't think that the phones or emails are in fact monitored.

* Edit * I heard back from the company after threatening to contact Visa. They let me know that the 2-year warranty is only valid within the first 30 days. Steer clear from this corrupt company!

I purchased this LED mask from cleopatramask.com for about £225. Whilst waiting for the mask to arrive I came across this Trustpilot review page and immediately requested to cancel the order. Someone called Tiff responded via email promptly and refunded the mask. The mask arrived and I informed Tiff but she said I can keep the mask even though they refunded my card. The service and response were efficient and my money was promptly returned.

I have examined the mask; arrived in a nice carry case, no googles. Instructions were included. However, even though this LED mask is promoted as the 'Cleopatra' mask, the small 'label' on the right does not state 'Cleopatra' but 'Cleolight'. I suspect this is a copycat model. I have not used it as I fear I may just be wasting my time (or worse) and should buy something that has had some production checks such as the Dr Dennis Gross Led mask.

So overall, I do not wish to be overly negative as I did receive the item and the refund, but think this is not a genuine Cleopatra mask; the Cleopatra.com website seems to be piggybacking from the Cleopatraledmask.com which is the original Cleopatra mask. I contacted this latter website to ask whether this UK site is their offshoot but they never got back to me.

I want to leave a review because the comments here initially made me nervous, and I tried to cancel my order as soon as I read them. Unfortunately, it was already too late, but the company advised me to contact them once my order arrived to start the return process.

When the mask arrived, I followed their instructions and reached out to request a return. They responded quickly, refunded me right away, and, to reduce carbon emissions and waste, told me I could keep the product or gift it to someone else.

One thing I noticed after digging around is that there are multiple Cleopatra Mask companies, so maybe some of the negative reviews are about a different one. The company I ordered from was cleopatramask.com. I was certain I had just thrown $350 down the drain, so I’m really thankful for how they handled the situation.

I can’t speak to the mask’s effectiveness, but I will say it’s not well built—the on/off button was broken before I even opened it. It looks like a bunch of LED strips (the kind people put around their TVs or walls) were just placed inside a mask and marketed as light therapy. After making this impulse buy, I actually took the time to research red light therapy devices properly and ended up purchasing a panel from mitoredlight.com No mask will be as effective as a panel, even if masks seem more convenient to use.

That said, I’ll be giving the mask to my little sister, who struggles with acne, and I’m curious to see if it actually helps her—though I don’t have high hopes.

One more thing: there are a bunch of fake articles promoting the Cleopatra Mask, the worst being an article from ‘the school of dermatology’ complete with AI photos of the supposed doctors giving the reviews . It pretends to offer multiple recommendations, but if you pay attention, all the links lead to masks from the same company. Even the websites look nearly identical! That screams scam to me.

That said, if you’ve already ordered a mask, hopefully, you’ll be treated the same way I was if you try to return it.

Where to start….the red setting turned orange after first couple uses and it was obviously faulty. Contacted the company around 8 times at this stage over the last year with no solution. An Elaine Jones asked numerous times for order number etc which I produced each time but no follow up. I’m so frustrated and upset as it was not a cheap product and it wasn’t fit for purpose. I’m presuming they have been trying to avoid giving me a refund despite my evidence of contacting them for the last year.

Putting 5 stars here because of how quickly my order was cancelled. I saw this page after I purchased and immediately requested a cancellation. I was a little spooked from all the other reviews and was worried I wouldn’t get the product and when I asked for cancellation I wouldn’t have the funds returned.
My order was cancelled by the time I woke up the next morning and the hold had already been removed from my card. I’m not sure if I would have had a bad experience had I gone through with the order but I was pleasantly surprised how easy it was to get the money back.

I think what it is, the Texas location is an actual person being a distributor for the company, not the direct company. I'm still investigating, but this is what I see so far. I have currently been doing my best as a "client" " end-user " to get answers.
The box sent with my item was a pre used box for somebody and it has more information to help my investigation further. I am currently in contact with the company directly for a direct response.
Possibly Elaine the repressive emailing me is from the UK with a shipping location out of Texas. I will be contacting the Texas licensing department to ask questions. I agree with all of you. My case -is as follows - The item "Cleopatra mask" was just received 2 days ago, not opened, not used. - it falls COMPLETELY in the return policy that's posted and that's where it becomes a problem when I see all of your posts about trying to do a return to this location in Texas.
I cannot post my ID because I'm doing an investigation, please know that this is a real post.

this is 100% a scam. It is absolutely not the authentic product or an authorized retailer, I have contacted the actual manufacturer of Cleopatra and they have confirmed that this is a knock off from China. Not to mention, they email you from someone claiming to be Elaine Jones using a Chinese AI Chatbot. Almost 2 months since I ordered and nothing’s been received. This is a straight out fraud. When I request a refund, they threatened to call the police on me, it’s a joke. Stay away.

This company is a scam. I wish I had checked the reviews before ordering their mask. I order the mask, was charged and never received it despite receiving six emails about being shipped. Look somewhere else.

You’ll never receive the product. And when you email customer service you get a blanket response that doesn’t address your concern. You’ll find there are unfortunately many customer’s that had this experience. Don’t be fooled by the few good reviews. They hired a marketing company for those.

Ordered the mask Saturday morning at 7:27 am based on a recommendation from a website. I found out, shortly after, that the website was a fake. Then I did more research and realized I had made a terrible mistake in my haste to 'purchase within the hour before the price goes up.' They have a F rating on BBB and of course the reviews on Trustpilot are not favorable. I immediately sent 4 emails to 3 different email addresses, provided by their website, cancelling the order. These emails were sent within 25 minutes of placing the order, but they were ignored. They emailed on Monday morning saying they could not cancel the order because it had already shipped. They then sent two different emails, and each email had a different tracking number. One of the tracking numbers was invalid. The other was USPS and it showed the package was not picked up until nearly 3 days later. (Tip: Do a print screen of the tracking detail and include the date and time on your computer screen.) I had found their two return options: One was to cancel within 60 minutes of the purchase, if it is at full price. I bought from their website during a 'sale' so I assumed they would use that as a reason to deny the cancellation. The other option was the click the "changed my mind" button on the order confirmation but that option was not available on any of the confirmation emails. Visa, MasterCard, and other major credit card companies require that merchants honor the return policy that the merchant advertises. Since they did not honor their policy, I was able to do a chargeback on my credit card. Within a few hours after filing the dispute, I received an email from them stating that they were issuing a full refund, and I could keep or donate the mask. As I understand from the reviews, the mask is junk. I have 17 pdf documents detailing my attempts to cancel and the tracking screen prints from each day so I was confident the dispute/chargeback would be decided in my favor. They have issued a refund, but I am not dropping the dispute. Once the refund is no longer pending, Capital One will release the dispute.

I like the LED color range and intensity settings. I don't like that, when I fit the nose and mouth, the eye holes are over my eyebrows. Also, the manufacturer states that the LED lights have a high density at 192, and therefore are more effective. I counted 172, which is average, and is false advertising.

i tried calling and emailing company no response i bought my mask on january and it does not work and it said it had a two year warranty. my mother and sister both just bought one per my recommendation and now i wish i had not

This website is a scam. The real Cleopatra LED mask is sold at Cleopatraledmask.com . I tried to cancel my order immediately , but no one answered the phone number that was listed and emailed . Then I found a tracking number 2 days later - the tracking was with FEDEX and has said for last 5 days label received and , waiting on a package before shipping date can be given. I emailed Tiffani at queencleopatramask customer service after leaving several voice mails on the 24/7 support line, that goes right to voicemail . No one called me back . I emailed again to Tiff stating I wanted a full refund, as package has NOT been sent yet or even received by FedEx. She emailed me back linking the tracking number, saying she can’t give refund because “ package has been sent and is transit “ I clicked on the link she sent and again it says EXACT same thing “ label made, waiting on the package from sender before a delivery date can be communicated” she lied , I emailed her back and wrote a review on their website of what happened and to avoid this website, it was up for 1 minutes before someone took it down , so no one can be warned about the unethical practice of this website and to avoid ordering here.
I emailed her again asked for the full refund back again stating no product or package was sent to fedex and therefore she can cancel my order since it was NEVER RECEIVED by then to FedEx or SENT by fedex, and to kindly refund my money. She has not emailed me back … here is actual tracking picture she sent in link this evening showing no package was sent to FedEx only thing FedEx had was a paper label and they are still waiting on package . I also let my bank know about this and sent tracking info, email correspondence and phone calls left without resolution. This is so unethical as they never sent a mask that paid for already and are not out anything, I just want my money returned , refunded , that’s it.

DELIVERY DETAILS
We'll add a delivery date as soon as we get your package.
DELIVERY STATUS
Label created
TRACKING ID
61290983103726116138

FROM
ONTARIO, CA US
Label Created
9/2/24 8:14 PM

The worst customer service ever. This scamming company and their Bot (Tiff) just about drove me crazy for 7 weeks while I waited for them to refund me for an absolute piece of junk that never ever worked. I did finally receive my money back - which seems to be a miracle given others’ experiences. What is wrong with people who make, distribute, and fail to support such an absolute piece of garbage product? Buyers be very aware!

The item arrived faulty. Red and purple lights not working. I emailed Cleopatra immediately using the reply function on the original purchase confirmation email. It bounced back. Not a valid address. I tried again. Same outcome. I submitted a complaint to the PayPal resolution centre AND emailed Cleopatra again using the email address supplied at PayPal. Still no response so I increased it to a full claim. I provided PayPal with dated snapshots of my emails to Cleopatra, which included video of the faulty mask. Cleopatra eventually responded to the claim at PayPal saying I never emailed them, they however had emailed me and I never replied. No proof provided.
PayPal found in their favour. I am down $450+ and without a red light mask.

I purchased my mask 2 months ago and the red light doesn’t stay red not even for a minute! It turns to amber and by the time you’re done with the 15 minutes is a light orange color! All of the other lights are as stated but what I’m wondering if this mask is really safe to be used! I haven’t notice any improvement in the last 2 months and according to the horrible reviews previous about fake address and fake phone number I haven’t contacted the company! I really don’t want to deal with it. My reason for this review is to alert people not to buy this mask. The red light is not red!!! I’ve seen other comments on the internet with same complaint. So buy something else that is mor reputable, I wish I had!

*Review Update* I finally received my mask today (7/14/24). It took longer than expected, so when no one from “queencleopatra.com” answered my email I panicked and feared I had been scammed. I’m happy to say I wasn’t! I can’t wait to try it:)

This mask broke, and customer service won’t respond