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... Se mer
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Det här tycker kunderna
"Isis was absolutely fantastic! She quickly diagnosed the issue with my Capillus Pro Laser Cap by walking me through the troubleshooting process step by step. Her patience, professionalism, and depth... Se mer
Företaget har svarat
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... Se mer
Företaget har svarat
Christina was quick at resolving my issue. She had reached out by phone call and followed up with an email to confirm she had resolved my issue.
Företagsinformation
Informationen kommer från olika externa källor
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.
Skrivet av företaget
- 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.
Kontaktuppgifter
1715 NW 82 Avenue, 33126, Miami, FL, USA
- +1 (786) 888-6249
- info@capillus.com
- www.capillus.com
4,4
Utmärkt
2 tn omdömen
Har besvarat 87 % av sina negativa omdömen
Svarar vanligtvis inom 1 vecka
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
A+++ Customer Svc Experience with LED light therapy mask
I purchased an LED light therapy mask thru my aesthetic doctor’s office. After 12 or so uses it was shutting off intermittently and changing LED color modes by itself. Although I was a bit outside the warranty/return period, I reached out to Capillus for assistance to see if they could troubleshoot the issue.
I worked with Isis, the customer service professional who answered my call and email.
After sharing a few photos and the serial number, Isis promptly issued a UPS return label so the unit could be sent back for the Technicians to review and troubleshoot.
Within 2 days of them receiving the mask, they sent an email that they identified a problem in the battery pack/electrical ribbon. They promptly sent a new replacement LED Mask, which I received the next day.
From my first contact, to receiving the new mask — was exactly one week. That’s amazing customer service!
I’m so appreciative of the professional service I received and how they stand behind the quality and performance of their products.
Thank you - Thank you.
10 oktober 2025
Svar från Capillus
Thank you so much for sharing your experience! We’re thrilled to hear that Isis was able to assist quickly and ensure your LED Mask was replaced without delay. Our team takes great pride in standing behind our products and making sure every customer feels supported from start to finish.
We truly appreciate your kind words and the trust you’ve placed in Capillus. Enjoy your new mask, and thank you again for being part of the Capillus family!
Svar från Capillus
Hi Rick,
Thank you for your kind words, and thank you for being part of the Capillus Family! We hope to continue to provide you with top notch service!
Enjoyable to Work With
Ordering was easy. When I had questions, they were quickly and kindly handled with professionalism.
7 oktober 2025
Svar från Capillus
We’re happy to hear that your ordering experience was smooth and that our team was able to assist you quickly!
Thank you for your support :)
My experience was as expected
My experience was fine. Customer service was responsive within 24 hours. Everything was as expected. The only thing was that the order was slightly delayed (few days) due to parts, so I had to check in on the order. 4/5 rating so far!
2 oktober 2025
Svar från Capillus
Thank you for sharing your feedback. We’re glad to hear that our customer service team was responsive and that your experience met expectations overall. We appreciate your patience with the slight shipping delay and are happy everything arrived as expected.
If you ever need assistance in the future, please don’t hesitate to reach out!
It’s making my hair thicker and fuller…
It’s making my hair thicker and fuller already and it’s only been 4 months. I had watched a show Queer Eye on Netflix Season 6 episode 1 and Jonathan the hair stylist helped a woman from Texas that was wearing a wig due to hair loss and he gave her a Capillus cap to use. They come back a year later and it was right after Covid and they saw her without any wig and her hair looked beautiful!!!! I knew then it worked!!!!
29 september 2025
Svar från Capillus
Hi Dora, Thank you for sharing your experience. We’re glad to hear you’ve noticed your hair becoming thicker and fuller after four months of consistent use.
That Queer Eye episode was a memorable moment for many, and it’s great to know it inspired you to give Capillus a try. We appreciate you taking the time to share your progress and wish you continued success with your treatments.
Owning and using my Capillus since April 2022
This was the first problem I had since purchasing the Cap 3 1/2 years ago. Isis from the Customer Support Team was pleasant and courteous from the initial contact, took needed information then successfully provided step by step instructions to help diagnose/solve the problem. The battery pack was not providing power to the Cap and is now back in operation. I look forward to continued use and retaining the hair on my head !! Definitely a positive experience considering the cost and benefits of the product.
24 september 2025
Svar från Capillus
Thank you so much for sharing your experience with us! We’re glad to hear that Isis was able to assist you quickly and courteously in getting your cap back up and running. It’s wonderful to know that after more than three years of use, you’re still enjoying the benefits of your Capillus device. We truly appreciate your trust in us and look forward to supporting you in your continued journey toward healthier hair.
Customer service from our sales…
Customer service from our sales representative Christina was amazing. Continued communication helped with some changes to the order and ensuring we were happy with the final product
17 september 2025
Svar från Capillus
Thank you for sharing your experience! We’re so glad to hear Christina was able to support you throughout the process and make sure everything went smoothly with your order. We truly appreciate your feedback and your trust in Capillus.
Svar från Capillus
We’re so glad we could help you get the part you needed quickly! Thank you for sharing your experience—it’s wonderful to know our team was able to resolve the issue right away.
Svar från Capillus
Thank you for your feedback! We’re so glad you had a friendly experience with our team
Svar från Capillus
Thank you for your kind words! We’re so glad you had a great experience with our service and appreciate you taking the time to share.
I called with questions
I called with questions, and the customer rep was able to address each one of my concerns without any problems. She was knowledgeable, and very patience with me. I felt relax and was able to open up and speak about my hair issues which can be a sore spot for me.
10 september 2025
Svar från Capillus
Carmen, thank you for your thoughtful feedback! We’re so glad our team was able to answer your questions and make you feel comfortable discussing something so personal. Supporting you on your hair restoration journey means a lot to us, and we’re always here whenever you need us.
Our customer service rep
Our customer service rep, Isis, was very knowledgeable & extremely helpful! She went above & beyond to locate a battery for my 5 year old Capillus laser cap. I truly appreciate all she did!
9 september 2025
Svar från Capillus
Thank you so much for sharing your experience! We’re thrilled to hear that Isis was able to go above and beyond to help you. We’ll be sure to pass along your kind words to her and our team.
We truly appreciate your loyalty after 5 years with your Capillus cap!
She was great
4 september 2025
Svar från Capillus
Thank you for your kind words! We’re so glad to hear our team could provide you with great service.
Red Light Panel instructions …
Your red light panel instructions do not mention whether to charge it before using. You need to mention how long to charge and how long the charge will last.
2 september 2025
Svar från Capillus
Hello John,
Thank you for your feedback and for pointing this out. I’m happy to clarify the charging details for your red light panel.
Before your first use, we recommend fully charging the panel. A full charge typically takes about 2–3 hours depending on model. Once charged, the battery will last for approximately 3-5 10 minute sessions before needing to be recharged.
We appreciate you bringing this to our attention, I’ll also share your note with our team so we can make sure future instruction manuals include this information more clearly.
If you’d like, I can also send you a digital copy of the full user guide for easy reference.
Absolute con
Absolute con! Stay away !
Paid 600$ delivery to UK which was supposed to cover delivery and duties. Then they charged me again another. 699$ delivery when the product arrived. And the product is not working. On top of that I emailed them 6 times in regards to this and they didn’t reply . STAY AWAY AT ALL COSTS
29 augusti 2025
Omdöme utan inbjudan
Svar från Capillus
Hello Navaraj,
We sincerely apologize for the inconvenience and have an agent working on a resolution for you as soon as possible.
Capillus is committed to the efficacy and reliability of each of our products, and we will do all we can to ensure your device is running properly.
As for the duties and import fee for our International customers; we do include the taxes, shipping, and import duties in the final purhcase once your shipping information is calculated. We are looking into why you were charged a second time by UPS and we will provide you with resolution as soon as possible.
We appreciate your time and effort, and we thank you for choosing Capillus
Unusable website
I'm unable to sign into your website. I put in my email then created a new password. I signed in and it said incorrect password. I told two different customer service people and they said they'll call back and I never hear from them again. I was using your website everyday when using the cap then about two weeks ago it said I had use my email and password before using the cap and it would not sign me in. So I don't bother and just use the cap.
I use the only blue app on Playstore with my android phone but gave up.
29 augusti 2025
Svar från Capillus
John, thank you for sharing your experience with us. We’re very sorry for the frustration you’ve had with signing in and for the lack of follow-up from our team. This is not the experience we want for our customers. We’ll be reaching out to you directly to get this resolved as quickly as possible
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 augusti 2025
Svar från 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 augusti 2025
Omdöme utan inbjudan
Svar från 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!
Svar från 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 augusti 2025
Svar från 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.
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