Honesty, pricing, process and quality scores appear once 5 customers have rated them.
About Solawave
Solawave is a skincare technology company based in Los Angeles, California. We’re a team of entrepreneurs, engineers, and skincare aficionados on a mission to make science-backed skincare accessible to everyone.At Solawave, we believe the skincare industry is too focused on so-called flaws and imperfections. Skincare shouldn’t be about disparagement. Each one of us is navigating our skincare journey with our unique aspirations.To help you achieve whatever your goals may be, we believe every single person has the right to high-quality skincare. Our patented skincare technology, designed for all genders, ages, and skin types, helps you achieve smooth, radiant skin while maintaining natural beauty.
Solawave Inc. (solawave.co) has 141 customer reviews on Folks Told, with an average rating of 4.3 out of 5.
Updated: I bought a wand and have been using it everyday for the past 6 weeks. Unfortunately I have not seen much improvement in my skin. I have requested a refund with 60 days and after few hiccups in communication, money was fully refunded. thank you
Reply from Solawave Inc.Dec 18, 2024
Updated response: Hi Anna! We weren't able to locate your order just from your original review as there were no order details provided in the review. We requested more information and we greatly appreciate that you provided your order number and email. We have found all your messages and a team member has reached out to you. We are so sorry for the delayed response. Please check your spam or promotions folder if you're not seeing our message in your inbox.
We're so sorry to hear this, and we would love to take care of you, but we can't locate your order or any of your messages. Rest assured if you've reached out during the return window your return request will be honored. You can reach our team via email, web form, phone or live chat. We hope to hear from you soon.
DC
Deborah C.
Faulty? …
I am writing this in the hope of a response from the company. I bought the product a little while ago and hadn't got around to trying to use it until this last week. I watched the video-hold the power button for 2 seconds. Except mine has no power button!
Reply from Solawave Inc.Dec 18, 2024
Hi, it sounds like you've purchased our original Wand model which is smart-touch activated when in contact with hydrated skin. You can view tutorials for this model on our website, but we would love to help you personally and provide some tips for usage. Unfortunately we can't find your order information or any messages from you. Please contact our support team at [email protected] so we can help! We look forward to hearing from you.
RO
Rebecca O.
Item didn’t arrive and no refund has been issued
I placed my order on the 14th November and my item still hasn’t arrived! I have contacted customer service several times, only to be given tracking numbers that don’t work. I have since asked for a refund but no one is getting back to me about that.
I have lost all confidence in this company. I will be seeking advice from Trading Standards and will also speak to my bank to escalate the case. All the one star reviews are spot on. If you’re thinking of placing an order, I would think again!
Reply from Solawave Inc.Dec 7, 2024
We apologize for the shipping delays and slower response times during the busy holiday season. We completely understand it's been a frustrating experience not having consistent updates on your order, or working tracking links. We're so sorry about that. Our team may have taken a little longer to respond, but we were able to process a full refund for you. We greatly appreciate your interest in Solawave!
LB
Louise B.
placed an order with Solawave on…
placed an order with Solawave on November 24, 2024, and was informed that it was being dispatched. However, my experience since then has been highly frustrating. Despite numerous emails, I received conflicting updates from the company. One representative assured me the order was sent, while another claimed it hadn’t been dispatched yet. Meanwhile, DHL tracking indicated the package was being processed, adding to the confusion.
I emphasized that the item was a gift needed by a specific date, but it never arrived on time. I requested a full refund, only to be offered a partial refund, which I found unacceptable given the circumstances. Eventually, someone promised to send a replacement and issue a full refund. However, tracking information remained unclear, and the replacement seemed to be mishandled as well. I later received another notification stating the order was returned, which contradicted earlier claims.
The inconsistent communication, lack of accountability, and conflicting information from various representatives suggest a lack of coordination within the company. This experience has left me with no confidence in Solawave’s ability to fulfill orders reliably. I would not recommend this company to others based on my experience.
Reply from Solawave Inc.Dec 11, 2024
We are truly sorry that your experience fell short of expectations and appreciate the opportunity to clarify and address the issues raised.
The standard shipping option you selected during checkout indicated shipping time of 6–8 business days. We also note in our FAQs 1-2 days for order processing prior to shipment. Unfortunately, this means that meeting your original request for delivery that Friday—within 5 business days from when you ordered—was not possible. We take responsibility for not reminding you of this timeframe when you first contacted us and apologize for any inconvenience caused, as we know this was intended as a gift.
After carefully reviewing all communications, we can confirm that we offered a replacement if your order was verified as lost in transit. Since it wasn’t yet overdue based on the standard shipping timeframe it was not lost in transit, however, you requested a full refund, which we then issued. This action automatically triggers a return-to-sender request for the shipment, though packages may occasionally still get delivered. In such cases, we advised that you could keep the original shipped order if it did deliver to you, but a replacement in addition to a refund was not offered or promised, and no replacement was processed following your refund choice.
We sincerely apologize for any confusion caused by the communication discrepancies you encountered. We recognize that receiving conflicting updates and unclear tracking information was frustrating and undermined your confidence in us. We regret that this experience did not reflect our commitment to excellence. This is not the level of service we strive to provide, and your feedback has been shared with our team to improve our processes moving forward.
RK
Rachel K.
Best Customer Service Ever!!!
The customer service at Solawave is the absolute BEST that I have ever had to work with!!! I was having problems with my beloved wand, and there customer service department made everything right again, I am soooooo happy!!!! I can't thank them enough!!!
DC
Deepanwita C.
I finally received my Solawave package…
I finally received my Solawave package . They sent me a replacement as the package earlier had some issue with shipping. Nonetheless, I used the product for 3 days until now . It seems good as it does impart a glow to the skin after use which I really like. I think with further and prolonged use the effects should be better as its still too soon to tell but so far its been great. Will post another review after 2 weeks.
Thanks Solawave for your kind gesture.
PU
Punya
TERRIBLE CUSTOMER SERVICE!!
Update - Still great customer service but it took a lot of back and forth to “prove” that the Solawave warehouse had indeed missed sending me 1 of 2 masks. Would have given 5 stars but bumping to 4 due to the lack of trust.
TERRIBLE CUSTOMER SERVICE!!! I ordered 2 items from Solawave in July - a red light face mask and red light neck mask. I received a box in July and opened it in September. The order (SW600108) did not have the neck mask but had a cleanser instead that I had not ordered !! I would like Solawave to send the product ( neck mask) I paid for . Solawave is saying that since the label on the box says 4lb that means they shipped the correct items and that I should file a claim with UPS. The actual weight I received is 2.77lb as can be seen in the pics. Clearly this is an error in order packaging and Solawave should honor the payment by sending the right product. I got the face mask so why would I lie about receiving 1 less item??? Wish I could give them ZERO stars
Reply from Solawave Inc.Oct 3, 2024
We are so sorry for any frustration caused! Our team works to make things right with every customer. Our warehouse confirmed the contents of the package, but we understand that UPS did not allow you to file a claim due to the claim window expiring. We know how upsetting that can be and we were happy to make an exception and send a replacement Mask on us. And thank you so much for confirming that you received the Mask! Our team is readily available to support so please out as soon as possible so we can make things right.
AV
AV
Great product and top tier customer service
I got this product fully after I read about LED and red light therapy, and understood the limits. It really made a difference in lightening some very persistent dark spots I have and generally making my products work better. That being said the real reason I wanted to write the review is because of Mary. Huge shout out to her. I emailed with a concern about my solawave wand not maintaining its vibration and gave me some troubleshooting tips immediately. She followed up to check if the troubleshooting tips worked and when i let her know it was better but not perfect with her reccos, she offered to send a replacement. Definitely loyal to them now and thanks Mary :)
