Infraredi Avis 

I ordered a red light lamp from Infraredi on 23 November to France, which I received but still can’t use it more than a month later. They sent a UK plug instead of an EU plug, and despite several emails to say they are “checking with their supplier” no concrete solution has been given, no replacement adapter, and no refund option. Very disappointed with the after-sales service.

UPDATED FROM 1 STAR:

Finally received our max Pro unit after a bit over 1 month. Looks and and feels great, really happy with the purchase. The process of getting here though was rough :)
In the end got through to Jordan who was super helpful.

Infraredi was very responsive when I needed to initiate a return on a product.
They honored the 60-day risk-free warranty without hassle. It was an easy process with a few back and forth emails.

Wonderful product, but excellent customer service helped even more.

I have returned the product within the returnable period, and no one is responding to confirm the return which is trackable by Purolator and I paid 30$ for the return. No phone number is available to call the company, and emails are not returned. These products are very expensive, did not work for my mother either. Starting to feel like a scam.

The information shared was relevant to my question and complete.
The response was within 30 hours and considering it seemed to be a human response and staffing costs I am happy with the time line

I bought a Pro Max from Infraredi a month and a half before the BlackFriday deals came out. I contacted them because the Pro Max was priced cheaper, came with a free red-light body wrap and a $130 store credit. They honoured the new deal by refunding me the difference, shipping the free body wrap, and applying a store credit.

This company was a pleasure to deal with. Although the product I ordered didn’t work for me, the guarantee and refund process was excellent. Shipped back the product and was refunded within days. Highly recommend.

Wow. Fast delivery within 48hours. Bought the joint wrap. So far I’m loving it. It’s early days but I already feel it working. I put it on my shoulder and not sure if it’s coincidental but there’s less pain already. The shoulder was like a frozen shoulder. I bought it for my knee but the fact I can use it in my shoulder too is a huge bonus. I’d definitely recommend

Purchase arrived in good time and with care but it came with the wrong cord initially. I contacted customer support and was helped very quickly. They let me know they were getting me another cord delivered to me and updated me every step along the way. They even reached out to me to make sure I received the cord and that my needs were taken care of. They were such a pleasure to work with.

I had issues at check out and was frustrated, infraredi responded to my intense frustration almost immediately which was on the weekend, calmly offering solutions. I was impressed and I have my order and LOOOVEEEE IT; the product just feels like good quality and am a very happy customer.

The Infraredi goggles have broken again. This is the second pair to fail in under two months since the last replacement (please see my previous review on 22 Sept). Two pairs, same fault, same flimsy build. Completely unacceptable.

I’ve emailed support twice and received nothing. Radio silence. Yet the moment you post on Trustpilot, they magically appear. That alone tells you everything about how this company operates.

If an included accessory can’t survive normal use for more than a few weeks, it is not fit for purpose. I expect a proper, durable replacement, not another throwaway pair destined to break before the next calendar page turns.

Sort this out. Customers shouldn’t have to drag a company into the daylight just to get the bare minimum of support.

Have not received the product - no shipping information, no phone number to call, no response by email or messaging icon on website - $1500!!

I purchased the Infraredi body wrap a few weeks ago. Although I have found it somewhat cumbersome to use as a petite person, I decided to keep it because of its potential benefits for joint pain and overall wellness.

Shortly after receiving my order, I noticed that the item had been significantly discounted for Black Friday. I contacted customer service through live chat to request a price match, as another customer mentioned in their review that they had received one. I even provided a copy of that review as reference. I also emailed the Infraredi support team, but I was told that because my order was already confirmed, they could not offer a price adjustment.

I followed up again, attaching the customer review showing that a post-purchase discount had been granted, but I have not received a response. It is disappointing to see such inconsistency, and I would have expected a clear and uniform policy rather than decisions varying by representative.

In the past, other companies have willingly honored a refund of the price difference when a sale occurred shortly after a purchase. If I had received similar support, I was hoping to buy additional items for my elderly parents. However, the lack of consistent customer service has made me reconsider future purchases and look for Canadian companies with more reliable support.
EDIT/ UPDATE
After submitting my review, I received an email a few hours later informing me that the company will proceed with a price adjustment. I am very pleased with their response.

I’ve sent five emails for a refund for my two purchases as there is no telephone number, one order i ordered the wrong product the second didn’t work.
DO NOT USE THIS COMPANY 😡

Excellent customer service. Purchased the joint wrap for my knee a couple of weeks ago and noticed a week later it was one sale (pre Black Friday sale). I requested a price adjustment and received a prompt response that the difference was being credited to my account. Thx you!

Love the device use it daily. Received it quickly and when my my first unit malfunctioned after a couple of months, it was replaced promptly. Very pleased with Infraredi and their product, as well as the customer service.

Despite having had no positive experiences with my Infraredi device, I can say, without hesitation, that the customer service has been exceptionally good.

For a 5 days was poor communication, once human get back to me from customer service it went smooth.
There where delay on delivery in the begging, as their delivery system went down.
Once issue picked up, it came fast.

I've just ordered a second product (a wrap) from Infraredi. I got one of their small panels and I have found it really helpful in reducing inflammation. Still early days to see if it helps with my facial wrinkles! The product is easy to use but I want to target my back and tummy and think this will be easier with the wrap.