PlatinumtherapylightsReviews of platinumtherapylights.com

I ordered what was supposed to be the same motorized stand I had purchased previously, but the new stand is clearly different at the pivot mechanism and does not hold the light at an angle the way my original one does. I sent customer service multiple photos and videos showing the two stands side by side, including the visible difference in the hardware. After several messages back and forth, they continued to tell me the stands were the same without ever actually addressing the physical difference I was showing them. We are a medical clinic and have spent thousands of dollars with this company. At a minimum, I would expect our concern to be taken seriously and directly addressed. This level of customer service is simply not what we experience with the other manufacturers and reps we work with. **Update after the company’s response:** While their team may have thoroughly reviewed my concerns, nothing was ever done to address them. I ordered what I believed was the same stand I had previously purchased and received a physically different version that functions differently. I was simply trying to determine what component would make the two equivalent. Instead, I was repeatedly told they do the same thing, which still does not address the actual concern.

They were on top of the ordering process. I was able to see the package on the way all of that stuff.

Do not order from this company! The order delivery had a problem. Then, after I resolved it with UPS, Platinum changed the address that I had already corrected. causing a delay. After another round, the day it was to be delivered, Platinum again contacted UPS and told them to hold the order! When I attempted to cancel the undelivered order or the phone, they refused to do it, and told me to wait for the package, and then return it (which would cost me shipping fees). All they needed to do was contact UPS again and re-route the package back to them, refund my money, and be done. But they have poor support. They don't allow you to speak to anyone who can make a decision. Refusing to let me speak with a supervisor (you know those companies). When a manager finally agreed contact me via email (they won't actually talk with their customer), he threatened to charge 20% restocking fee on a package that was never even delivered. This is unethical. Even though I would dispute the charge, I gave them the option to continue the delivery. They refused, saying that I was the problem! And threatened to impose the $180 restocking fee (again, I never received the product). Makes me wonder if that is part of their business model, to charge large 20% restocking fees. Their fine print return policy mentions that they will charge a restocking fee even if the customer doesn't open the box!! Wow! There are plenty of medical grade red light device companies that have the same product at the same price points, so I will order from them. Update to their response: If you can deal with their customer service without swearing , my hat is tipped to you!. Read the other one star reviews. Their entire business seems to depend on the income derived from getting 20% back on every returned order. Further horrific stories on other review platforms, by the way. Even LumoAI agrees they have a pattern going! Also Lumo agrees that it is a mathematical impossibility that they could have 4.0 of 5 stars when they have 32% 1 star reviews.

Loving the Biomax Go!

I bought a panel and the day after, they were running a $150 off special and wouldn't price adjust. Terrible customer service.

Arrived on time and was easy to assemble onto stand. Unfortunately the remote isn’t working. Could be the batteries, but have no spares yet to try.

Wow. Do not buy from these people. My panel is less than a year old and still under warranty. I reported that seven rows which previously illuminated no longer do so and asked PlatinumLED to investigate the change in my panel. Rather than offering to inspect or test the unit, customer service repeatedly told me that there was nothing wrong with it and that what I was seeing was simply normal NIR operation. I repeatedly explained that I understand NIR is not visible to the human eye my complaint is that the behaviour of my particular panel has changed since I bought it. I eventually asked them to physically inspect or objectively test the panel under warranty. Instead, they declared that there was nothing wrong with it based on photographs and told me they considered the matter “resolved.” The final response I received was particularly shocking. I was told that additional emails or calls about my concern “may not receive a response.” This is how they chose to deal with a customer asking them to investigate a reported fault with an expensive product that is still under warranty. What makes this even more frustrating is that they told me a phone camera cannot reliably determine whether the NIR LEDs are functioning, yet they are apparently confident enough from photographs to conclude that my individual panel is functioning perfectly without actually testing it. For the amount these panels cost, I expected premium after-sales support and a company willing to stand behind its warranty. Instead, my experience has been dismissive, defensive and incredibly frustrating. Having subsequently read the many negative reviews regarding PlatinumLED’s customer service and after-sales support, I genuinely wish I had researched those experiences more thoroughly before purchasing. Please save yourself the money and select a different company.

I cannot comment on the quality of the product itself as I never received it, but unfortunately my experience with Platinum Therapy Lights' customer service was not satisfactory. When I placed the order, it was not clear that the item would be shipped from Germany. I understand that the website has since been changed to make the shipping origin clearer, but this was not sufficiently apparent at the time of my purchase. As I was ordering to a UK address, I understood the price paid to be the final price, without significant additional customs charges. Had I known the item was being shipped from Germany, I would simply have had it delivered to my Italian address instead. I was subsequently informed that I would be expected to pay approximately £130 in customs charges. When I contacted customer service, I was told that I would need to pay these charges, and the response also implied that I was attempting to avoid paying tax. This was not the case at all — I was simply unaware that the product was being shipped from Germany and therefore subject to additional import charges. More concerning was the difficulty I experienced trying to cancel the order. I had to request cancellation three times before it was finally acknowledged, and on the final occasion I had to refer to my consumer rights before the cancellation was accepted. I am currently still waiting for a refund of £568.51,although I never received the item, refused the custom’s payment and requested a return to the supplier with Parcel Force Worldwide. All of which was sent as evidence to customer services. I would therefore advise potential customers to read the company's shipping and returns policies very carefully, before placing an order. I am disappointed that what should have been a straightforward purchase and cancellation became such a frustrating experience. Response: 'VAT PAYABLE ON DELIVERY" isn't the substance of my complaint as we have established, but the fact that the origin of the item was not clear when purchasing. Once again, it was only after my complaint that the changes were made on the website.