I had an excellent experience with customer support. During the troubleshooting process, Isis guided me step by step with patience and clarity. She was not only highly knowledgeable, but also genuin... Voir plus
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Lisez les avis des autres
Very easy to communicate with via email. Very supportive customer service. Simple to understand "what to do next" instructions Had repaired product back quickly
L'entreprise a répondu
Spent £1114 on a product, registered it for it's two year warranty immediately. After 18 months the device no longer turns on. Customer services takes days and weeks to respond to emails, and did so m... Voir plus
I am a repeat customer of Capillus. They have a great customer service team who always responds quickly to my email questions. My wife has been using her Capillus cap since 2019 and has upgraded to th... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Informations provenant de diverses sources externes
Capillus, LLC is a resource for the millions around the world battling hair loss, connecting patients to hair transplant surgeons & dermatologists for both surgical & non-invasive treatment options. Our products cater to both women & men with thinning hair. Capillus laser therapy caps use safe, low level lasers to energize hair follicles and spur new, natural hair growth. Wear for thirty minutes every other day. Our laser caps are physician-recommended & FDA-Cleared for treatment of alopecia for both men & women. Capillus lasers are clinically proven to prevent the progression of hair loss and regrow thinning hair. Laser therapy stimulates and energizes the cells within the hair follicle renewing the hair follicle for thicker, healthier hair. The hand-free design requires no user effort – making it a preferred choice of doctors worldwide for its high patient compliance. We also offer complementary products for those suffering with hair loss. Capillus Non-laser Products include: Capillus Clinical Hair Therapy products, & Capillus Keratin Fibers.
Capillus. We're All About Hair.
Écrit par l'entreprise
- Free Clinical Hair Therapy Bundle ($125 Value) with Purchase of Capillus Laser Therapy Cap
- Free Bundle of Clinical Hair Therapy Bundle (Value $125) with Purchase of Capillus Laser Therapy Cap. Offer valid only on purchases made on www.capillus.com within USA. Void where prohibited by law. Some restrictions may apply. limited time only. Use coupon code BOGO06162. Always Free Shipping Over $50 within USA
Satisfaction Guaranteed on All Capillus Laser Caps Purchased on www.capillus.com
You are going to love our laser therapy caps. We guarantee it.
Capillus values your peace of mind and we want you to feel secure about your purchase. We know Capillus laser caps work. In fact, we are so confident in the effectiveness of our devices that all purchases of Capillus laser therapy devices made on www.capillus.com have a 365 day satisfaction guarantee.
We guarantee your satisfaction or we will gladly accept returns of laser devices purchased by customers on www.capillus.com within the first 12 months. Please note that only purchases made directly from Capillus.com are eligible for our satisfaction guarantee. This offer is not applicable to purchases made through physicians or other retailers. Please check with your physician or retailer for their return policy.
Like any medical treatment for hair loss, it takes time to see the results. We want you to give our laser therapy a chance. If after using the device, you decide that you are not satisfied with your results, contact us to initiate a return within 365 days of purchase. The return may only be made by the customer on record verified with a proof of purchase. You will be responsible for return shipping costs, and, if returned after thirty days, a 25% service fee will be deducted from the purchase price. Policy updated on September 19, 2019. For purchases prior to September 19, 2019, please refer to your purchase documentation.
Coordonnées de contact
1715 NW 82 Avenue, 33126, Miami, FL, Etats-Unis
- +1 (786) 888-6249
- info@capillus.com
- www.capillus.com
4,4
Excellent
2 k avis
A répondu à 87 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
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UPS delivery was problematic
Mask looks really cool. Hopefully it actually works. What they don't tell you is that it isn't as efficient as just 10 minutes per day. Because there are 4 different light settings that require and work via 10 minute timer EACH individually. Even the quick start and manual itself offer no advice on an organized program/ process for combination daily or weekly use of the four different - infrared, red, blue and pink. Why not?!
The UPS shipping capillus currently offers requires signature. Creates a problem for those of us not home during the day. Capillus should offer buyers a choice for the non requirement of signature delivery. UPS attempted delivery and left no note, on the second delivery attempt they taped a small standard format printed note tab with zero specifics hand checked multiple choice boxes or hand written explanations. I had to go online thru some very cryptic tracking to find out package may have been placed at CVS pick up site for me to retrieve. On FAQ section of UPS site it's suggested there would be approximate $7 extra charge for my picking up there.
After 2 more days without attempted delivery -went to CVS pick up site where after 20 minutes of looking through giant packages pile CVS clerk said it wasn't there. I insisted for her to check digital online records of whether package should be there. Then she finally went to back warehouse of CVS and found it there another 17 minutes later!
Note: there was no extra $7 charge for the pick up. If I'd been offered the choice of non signature delivery all this wasted time trying to track down and then troublesome pick up could have been avoided (very frustrating).
I receive literally dozens of packages per month that are just dropped OVER my house front locked gates onto driveway - with never a security issue.
25 août 2025
Réponse de Capillus
Mauricio, thank you for sharing your feedback, both about the mask and the delivery process.
The face mask is designed to be used for 10 minutes per session. Since it offers four different light modes (red, infrared, blue, and pink), each one targets a different skin goal. You’ll want to choose the mode that best fits your needs for that session. If you’d like to use more than one light setting in a single day, we recommend spacing them a few hours apart; for example, one mode in the morning and another in the evening. There’s no required order or specific time of day, but it’s important not to exceed 10 minutes per session.
Regarding shipping, we understand how frustrating the delivery experience must have been. Because of the value of the device, a signature is required by UPS for security reasons. This helps protect your purchase from potential loss or theft. However, for more convenience, you can create a free UPS My Choice account and pre-sign electronically for delivery if you’re not home. That way, UPS can drop off the package without you needing to be there in person.
We’re glad you were able to receive your order in the end, and we truly appreciate your patience. Your feedback about both the product instructions and delivery process will be shared with our team.
Thank you for choosing Capillus
Bad product
I bought my laser cap in May of 2023, spent $2,406.70 and a 2nd battery and have had problem after problem. They 'claim' to fix it, and don't. Bad product! Doctors SHOULD NOT be affiliated with this brand.
24 août 2025
Avis spontané
Réponse de Capillus
We’re very sorry to hear about your experience and understand how frustrating this must be. Our team works hard to ensure all devices function properly, and we take every report of issues seriously. If your cap is still experiencing problems, we encourage you to reach out to our support team directly so we can fully assess the situation and provide a resolution.
We appreciate your feedback and will continue working to improve our products and service.
--
09/05
Hello Lourdes,
Thank you for sending your device back for return. We have issued you a full refund which will reflect onto the original payment method soon. Should you need any assistance or have any questions, we are here to help!
Thank you for your pateince, and working with us on your return. We hope to hear from you in the future!
Réponse de Capillus
Thank you for sharing your experience! We’re so glad Christina was able to help, and we’ll be sure to pass along your kind words to her.
Great timely service with good…
Great timely service with good instructions and turnaround time
19 août 2025
Réponse de Capillus
Hello Paul, thank you for your feedback!
We’re so glad you had a smooth experience with clear instructions and a quick turnaround.
We truly appreciate your kind words.
Réponse de Capillus
Thank you! We love having you as a customer and truly appreciate your support.
Réponse de Capillus
Thank you for your kind words! We’re so glad our customer care team was able to help. We truly appreciate you taking the time to share your experience.
I had all the information I was asking…
I had all the information I was asking for.
Isis was a person to assisted me with the questions I had.
She showed a complete knowledge of the products you sell.
Isis is a very professional person. I could see she is very compromised with her job. I give her 5 stars. She is a good asset for your business. Congratulations!
15 août 2025
Réponse de Capillus
Thank you so much for your wonderful review!
We’re thrilled to hear that Isis provided you with all the information you needed and demonstrated her knowledge and professionalism.
We’re very proud to have her on our team and will be sure to share your kind words with her.
Réponse de Capillus
Thank you for your feedback! We’re so glad our team was able to explain everything clearly and get the issue resolved for you.
We truly appreciate you sharing your experience.
Isis is an asset to the team at…
Isis is an asset to the team at Capellus. She address issues in a professional manner.
8 août 2025
Réponse de Capillus
Marie, Thank you for your kind words! We’re delighted to hear that Isis was able to assist you and provide a great experience.
We’ll be sure to share your feedback with her and the rest of our team.
I received a VA discount AFTER…
I received a VA discount AFTER purchasing. Such a pleasant experience.
7 août 2025
Réponse de Capillus
Hi Curtis,
Thank you for your review and for sharing your experience! We’re so glad we could assist with your VA discount and make the process smooth for you.
We truly appreciate your service and are happy to have you as part of the Capillus family!
service rep was very helpful and kind
30 juillet 2025
Réponse de Capillus
We’re so glad to hear our team was helpful and kind! We truly appreciate your feedback and are always happy to support you however we can.
Isis is dedicated to customer service
Isis is dedicated to customer service. Wish my husband and I had people like Isis working for us! Please thank her for assisting me with the purchase of cap and also taking my call months later to trouble shoot a few issues!
25 juillet 2025
Avis spontané
Réponse de Capillus
Thank you so much for your kind words and support! We’re thrilled to hear that Isis made such a positive impression. She’s truly dedicated to providing outstanding service, and we’ll be sure to pass along your appreciation. We're so glad she could assist both with your purchase and follow-up needs—please don’t hesitate to reach out if there’s ever anything else we can do for you!
Réponse de Capillus
Wow— thank you so much for your kind words! It truly means a lot to us to know you trust our brand and feel confident in our products. We put a lot of care into what we do, and hearing this kind of feedback makes it all worthwhile.
We're so grateful to have you with us!
Réponse de Capillus
Thank you for your feedback! We’re so glad to hear that you had a positive experience with our customer service team. Providing responsive and professional support is always our goal—please don’t hesitate to reach out if we can assist you further!
Réponse de Capillus
Thank you for your feedback! We're so glad to hear you were pleased with the communication and prompt delivery. We truly appreciate your support and are here if you ever need anything in the future!
Once we connected, all went well
It was a bit difficult to connect when scheduling a call that no one showed up to and submitting via web form for no reply. Once I sent an email, I connected with Isis who was wonderful. Repairs were made quickly and efficiently. A bit disappointed in the crushed box I received back when I spent good money to protect the cap before sending to Miami. Thankfully, cap was not damaged in return.
15 juillet 2025
Réponse de Capillus
Thank you for taking the time to share your experience. We sincerely apologize for the initial difficulty in reaching us and for the missed call—your time is valuable, and we regret any inconvenience that caused. We're so glad to hear that once connected, Isis was able to assist you and ensure your repairs were handled quickly and efficiently.
Regarding the condition of the return packaging, we completely understand your disappointment, especially after taking such care to protect your device. While we’re relieved the cap was not damaged, your feedback is important and has been shared with our team to help improve future handling.
Thank you again for your patience, and for allowing us the opportunity to make things right.
Professional and had a great sense of…
Professional and had a great sense of urgency to address my request. Great customer service!!!
14 juillet 2025
Réponse de Capillus
Thank you so much for your kind words! We're thrilled to hear that our team was able to assist you promptly and professionally. Providing exceptional service is always our priority, and we're grateful for the opportunity to support you. If you ever need anything else, we’re just a message away!
Fast response!
11 juillet 2025
Réponse de Capillus
Thank you for your review Wendy! We appreciate your support and thank you for choosing Capillus!
A Quality Company
Excellent and responsive customer care. Quick expedited delivery of my Cspillus Pro S1.
1 juillet 2025
Avis spontané
Réponse de Capillus
Hi Scott,
Thank you so much for your kind words! We're thrilled to hear that you had a great experience with our customer care team and that your Capillus PRO S1 arrived quickly. Your satisfaction is our top priority, and we’re grateful for the opportunity to support you on your hair restoration journey.
If you ever have questions or need assistance down the road, we’re always here to help!
Disappointed in Capillus manufacturing ability
I currently have the Capillus MD hat. I have had it for 5 years. I needed a new battery and you no longer provide a 4.6 voltage battery. I was forced to purchase another hat for $2500 when all I simply needed was a new battery. It is awful that you could not manufacture a 4.6 battery.
It is also a shame that you do not make a case for the new Spectrum hat. My old Capillus hat came with a case (it does not fit the new hat) for the hat to protect it when transporting it.
Very disappointed.
Today, June 27th, I spoke to Christina in customer Service and she helped to clarify misinformation that I was given by another rep and the Dr’s office. My hat is still under warranty and there is a battery that can be replaced for my old Capillus hat. The hatcwas converted to use the 4.9V battery and I am able to replace it. Christina will be sending a battery to me. Thank you Christina for your assistance.
25 juin 2025
Réponse de Capillus
Hi Monica,
Thank you for updating your review and sharing your experience with us. We're truly sorry for the initial confusion and any frustration caused regarding the battery replacement and carrying case. We understand how important it is to have clear, accurate information when it comes to maintaining your device.
We're very glad that Christina was able to clarify the situation and assist in converting your original Capillus MD to work with the 4.9V battery. It's our goal to support our customers for the long term, and we're pleased that your device is still covered under warranty and eligible for replacement parts.
If there's anything else we can assist you with; now or in the future—please don’t hesitate to reach out. We truly appreciate your patience and the opportunity to make things right.
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