kalaredlight.com Avis 

I purchased a red light panel specifically designed to go in a sauna. It came beautifully packaged and had a whole bunch of well made installation accessories with it, but the only instructions or documents that were included were a 1 page document on how to operate the unit's controls.....nothing else. I searched everywhere on their website for information or support, but could not find anything. After reaching out to the company on their customer service chat, they sent a short video regarding the installation, but it was not entirely clear about how the unit should be installed (the video had no captions and left me with as many questions as it clarified). When I followed up with the customer service chat, I was told that they would have to refer the matter to their technical department, and they I would get a call the next day. That day turned into 10 days, albeit my frequent follow ups.

In the end, the answer I got was that they weren't sure of how their product should be installed, and at least they were responsible enough to offer to let me return the unit.

As it happens, in the almost 2 weeks that transpired in my trying to communicate with Kala's technical people, I ended up figuring things out myself (with the help of my electrician), but I am still completely bewildered at how this company can sell what seems to be a well built product (and one that has a whole bunch of high profile supporters on Instagram), but don't have the wherewithal to support what they sell.

Purchased an item as a gift before Christmas (Nov 11). The recipient wasn't going to use it, so I contacted Kala for a return.

I'm certain the first few email interactions were AI but signed off as if it was a real person. (Consistently referring to me by my brother's name because it was associated with the purchase confirmation # rather than my actual name, which I made very clear in every email. Responses were strange and just reiterated what I'd said in different words.)

The item is in its original packaging, unopened, in perfect condition, and they refused the return. Most companies extend the return policy a little bit over Christmas. When I finally got through to a person, nearly 3 weeks later, they would only offer store credit.

While this is technically within their 30-day return policy, it just feels tacky and unnecessary when the item is unopened and still in its packaging. I'm also not staunchly against companies using AI, but they need to be transparent about it.

I want to support Canadian companies, but this whole experience gave me the ick.