Cleopatramask Reviews 73

BEWARE NOT SAFE - Contrary to what they told me over and over again, this mask DOES NOT protect your eyes from the LED lights. Customer service claimed there are pre-installed light protectors (there are NOT). There are clear, rubber pieces that you manually place into the mask's eye openings. They DO NOT block light and they keep falling out as you are using the mask.

The mask is heavy and it is difficult to secure it on you with the straps they provide. Customer service told me if I had problems to lay down when using it (seriously??)

Overall their customer service is HORRIBLE! They are misleading and clearly do not know what this mask does or does not have! I suspect they just use a script when replying to concerns. Sure, they provide you with a telephone # to call for assistance, but when you call the # you receive a recording telling you to send them an email. Email after email over a week resulted in me being told if the mask doesn't protect my eyes stop using it (seriously??).

It took additional emails for them to finally respond and provide me with a return label (BTW do not miss the fact that you are to pay the return charges). I was also advised that they use a 3rd party to process your return and refund your money. They advised that it could take at LEAST 14 days and if I do not receive my refund, I have to go back through email hell and hope someone responds. Well, I did return the mask so I'll just have to wait to see if I am actually refunded the money (I'm skeptical, but hopeful that I will).

FYI - I did send them a review, but it was never posted. I suspect they didn't post it because it was negative, but 100% true.

Warning , this company is fraudulent, do not purchase. There is false statements and advertising on their website. There is no customer service, they do not reply to your emails, the provided telephone contact number has only a pre-recorded message as no one answers it. They will take your money and has no intentions of refunding it regardless if you cancel your order before dispatch or if the product is faulty on arrival as others have noted below. Wish I had read this site before purchase, luckily I used my credit card and will now pursue section 75. However, they should not be allowed to continue scamming honest consumers, and should not be allowed to continue trading online in uk, so I will be report to all relevant authorities as well as including Consumer Champion The Guardian daily newspaper. There is also a listing for Cleopatra Mask Ltd with useful information at Companies House for the public, and I will investigate if it is same responsible.

Hi everyone,

I wish I had looked on here before I purchased this mask. It’s a complete and utter scam. I ordered the mask on 31st December 2023, it took two weeks to arrive and when it did. It was faulty straight away, I sent emails and videos to the company and asked for a refund. They agreed but gave me a US address to return it too, even though the return address on the box was based in the UK. It’s £35 to return to the US and from what I can see I will likely not get the refund but I have purchased it using my PAYPAL account and will be flagging it with them.

I received a faulty mask - 46 emails and 3 months later and we still don't have a resolution. They respond to emails IMMEDIATELY with friendly messages, only to never actually resolve anything. I did not want to have to pay to ship the mask back since I had received a faulty item. I was happy to have them pay to send it back, and to receive a working replacement. Headache, and a total scam.

Horrible Customer Service!!!!
If you can’t trust them to do the right thing with your wallet, how can you trust them with your face?
My husband ordered me this mask for Christmas, it is not the one I wanted. There was a button as he was checking out to get the mask for $90 less. He hit that and it automatically billed him for a SECOND mask! He emailed them immediately asking to cancel both orders, they wrote back and said they couldn’t cancel that they had ‘already shipped and that he could return them’ and they agreed to pay shipping. They took a very long time to arrive ( funny thought they had already shipped?) he needed to keep hounding them via email for the return shipping. Finally he was able to return them and they only refunded one for $209. Emails went back and forth and he was told he would get the refund but then nothing. He had not received word on his refund and he went to paypal. Cleopatra had given him partial credit for the $299 order. Paypal refunded the other order, but we are still short $90. As a small business owner we do the right thing, this company does not do the right thing and used deception to get the second order. Integrity is everything. So again I ask: If you can’t trust them to do the right thing with your wallet how can you trust them with your face?

All started with I decided to purchase this Cleopatra Mask. The tracking on the parcel was not provided accurately, should have been a red flag then. Finally received the mask and after the 2nd use, product faulty. I initiate the return for refund costing me $75 AUD to return to an address provided in the USA only for the parcel to be refused and sent back to me. As per previous reviews I will be reporting this company and writing bad reviews to prevent other consumers from being SCAMMED!!!!

Order from them on December 31 2023, and canceled the next day I was told by email (Tiff) an AI that the product had already shipped and I would need to wait until I received the shipment and would be reimbursed to send back which I did it arrived in February it took 2months . I did receive my original amount but not the shipping. I have not heard back after several emails and will take this to the Federal trade commission. This company is a fraud and should not be allowed to do business!!! They do not deserve a star . And wish I had followed the post office advice of refusing shipment, but knew if I did they could say they did not receive the mask. Address on box was China.

As has been stated over and over, this overwhelmingly seems to be a scam company. Some reputable news sites are promoting this mask, which increases consumer trust in the product. I would encourage people who have been scammed to write to any site/social media accounts that are representing this as a valid product.

I had the same experience as listed here over and over. I purchased a mask. It quit working within a month. I was asked to send videos. I was given a runaround by "Tiff" who I think is an AI assistant. Finally, I asked to return it. The address was a random Staples. I even called the Staples in IA, but they couldn't provide any information due to privacy laws. I sent a gazillion emails, all with cheesy, fake, empathy like "I understand how this can be frustrating" and "I'm sending this urgent to my manager." Anyhow, nothing ever happened and by the time I escalated it Apple Pay--who I used to pay thinking there was some protection--any time to dispute it had expired. I'm just out $300 and a lot of wasted time.

Please, don't buy this mask. It's junk, and you'd just be supporting a scam company.

The cleopatra mask (£249) lasted less than 4 months. I sent video footage of the faulty item but was advised my reporting was outside of the 120 day redund policy. I reviewed their terms and conditions which stated they adhere to US Federal.law - which clearly states a refund should be obtained where goods are faulty. I then read reviews on Truspiilot which stated the company operate from China. I reviewed Chinese legislation relating to faulty goods which also stated that a refund is indicated. I have made a report to the UK Fraud Agency and have an open case. I forwarded all the above information to Deluxe along with the Crime Number. They refuse to engage any further. This company should be prevented from trading expensive faulty goods

This company is a scam. They charge £300 for a useless poor quality piece of plastic that does not work. The email responses are automated and they keep asking you to send videos, but their emails reject videos. Their business model is clearly to keep putting obstacles in the way of a refund until customers give up and lose their £300. Very disappointing.

DO NOT USE! This is a scam site. They take your money, the despatch notice shows order but never moves to item depatched/collected. The customer service email is automated and the phone number doesn’t connect.

Promised a refund now for over month. Returned the mask to the company, customer service team have now promised a refund for weeks - still nothing will be reporting to the Iowa Attorneys Office and the UK Trading Standards for not processing the refund and retaining my money whilst having returned the product.

Truly awful. Do NOT buy from this company. The item was not initially dispatched (paid via credit card), when I asked for a refund they THEN dispatched the item and said it couldn't be reversed. I eventually received it and immediately sent the unopened box back to the address they gave me for return (via tracked Royal Mail delivery). They have now refused to sign for the delivery and have marked it 'return to sender'! Despite emailing them they have not responded. I am now claiming this as a fraudulent transaction via my credit card company. If I could give zero stars, I would!

They will not send me a return label or even tell me how to return my item. I’ve been emailing with them over a week and keep getting same generic response. I’ve tried calling the number and it’s a recording!

I bought the Cleopatra mask in good faith as a birthday gift. I was initially impressed with the UK-based website and also some reviews I had read. LED therapy was a new home treatment option for me. I became suspicious when the parcel did not arrive in a reasonable timeframe for a UK-based company. On enquiring, I was surprised to read that they had lost my details of the purchase and could not confirm my mask had been sent.

I researched the company more thoroughly and decided to change my mind about the purchase as I had been misled by the information on the website. So, when the mask finally arrived (from China) I refused delivery and diverted it back to the sender. By this time many emails had been exchanged with a Customer Services representative named Tiff. I requested a full refund.

The tracking shows evidence of my parcel refusal and yet I am still not receiving a refund. They will not issue a refund until it arrives back at their depot. I have lost confidence that they will even acknowledge receipt of the mask at their depot.

Tiff is extremely polite, but you don’t seem to get any resolution despite her stating that my case was being dealt with urgently. I have now sent 19 emails! I have lodged a dispute with my payment company and am left in limbo. My refund should not be withheld until they receive the parcel back as I did not accept it and judging by the Trust Pilot reviews here they often don’t acknowledge its return or they say that it's damaged.

So, before deciding to purchase the Cleopatra Mask, please consider these points.

Over 90% of the reviews on Trust Pilot are 1*.

A researcher looking into the claims of LED masks considers this particular mask to be a ‘Hard Pass’ (scroll towards the bottom of her webpage). Her website is called Goalstogetglowing under LED Face Mask Research blogpost.

The 30% discount keeps resetting itself and it seems to always be £300 which is a lot of money. The price massively exceeds the price you can pay directly from the Konmison company based in China on the website Made-in-China (USB Cleopatra 7-Color LED Photon Therapy Face Beauty Mask). I understand that businesses sell their products at a markup but, still, I think it's worth knowing that Cleopatra.com is a reseller of a widely available product when making an informed decision.

You will notice some positive reviews on various dermatology/skincare websites but, on closer inspection, you realise they could be sham websites as they do nothing more than promote a handful of blog posts.

I note there are many positive reviews on the Cleopatra website, but looking at all the information in the round, I don’t think this product is doing exactly what is best for me and at a reasonable price.

This is my personal experience and that is all I can comment on, but I felt it important to highlight some extra information that I did not have when I was trying to make an informed decision, (and I would have appreciated at the time), about the best LED mask for me. With this purchasing decision, I have been misled. However, the LED home-mask evidence is clear that they can be a wonderful addition to your skincare.

I hope you find this information helpful.

The company is a scam. Let you think they are an American company with a exclusive product. The product is made in China by a company name Konmison. You can buy the product. Just tap Konmison Model LB248. Sold for $48. The return address in the USA is a PO Box. I discovered all of that right after I placed my order (should have done better research). Ask to cancel the order. The bot said it couldn’t because it was already sent, which was not true. It departed 3 days later from the factory in China. They make you pay for the return and only reimburse once they receive and inspect with no guarantee they will receive the order… their address being a PO box, I can envision what kind of nightmare it will be. I did file a claim with my credit card company for fraud.

This is a scam! It is not FDA approved as a matter of fact they say do not use this specifically. Be careful! They sent a fake tracking number and the phone number is a fake no one answers.

Total scam. Do not buy from this company. BBB has rating of F.
To return they want you to send mask to Staples. Cleopatra Co. never picks up returns per BBB reviews - which explains no refunds.

I ordered mine direct from the cleopatra mask company in the US. When I received it the box had been broken during deliveries and the case was dirty and mask cracked. I contacted the company and sent it back for a replacement which I received three weeks later due to Christmas rush and international destination (Australia) the product is top notch quality the customer service was amazing and it is exactly as the dermatologists and online reviews described. The price was up there with conversion to around 500 +aud but worth every cent.

Absolutely trash company! Received my order USED face mask was all oily inside and scratched up. The red light turns orange after a few minutes who knows what kind of light it is.Reached out the company and still trying to receive a refund there’s one costumer service agent who replies to all emails and the phone # is fake on the website. PLEASE DO NOT ORDER FROM THEM! I wish I would have just spent more money with a reputable company. Oh and the mask itself is just bulky heavy and uncomfortable to top it off! I have a $300 piece of garbage and can’t get a return label or refund from this shady company.