“Faulty bulb received and was told they would arrange a collection. This never happened as they did not actually book the day they advised. I then tired to schedule this myself and the bulb wasn’t collected either by the courier service used by them. I also didn’t get a response within 24 hours so have emailed again for help. It’s a worry how this is going and not filling me with confidence to buy a larger or better model for therapy from this company. I have now asked for my refund while they figure out who and when can collect the faulty product. If I don’t hear back over the next 24 hours I’ll likely claim with the bank for my peace of mind as when a company is silent that’s when you need to worry. You replied to questions almost instantly pre sale… post sale it’s not looking great when you ignore people.”
“Hello, Just adding my voice to the comments about duty/VAT and the lack of price transparency for this business. This is no way to run a business, and I have not come across this for other orders I have made to the UK from the EU. The MitoLight products are already expensive and the order confirmation shows VAT already included (in my case £443 including VAT of £76.88). So imagine my surprise to find myself chased quite aggressively by Fedex after taking receipt of the item for a further £93.48 of duty/VAT to be paid by me. Don't really want my credit rating affected by a massive multinational delivery company taking action against me, so will pay it. However, I'm pretty sure that had the original price shown £537 I would probably not have bought the product and looked at alternatives.
In terms of the product, build quality seems nice, but after two weeks use I can't really tell much difference in anything - but happy to accept that this sort of treatment is about perseverance and am keeping the product because I'm a lazy person with too much money and too little sense. It's relaxing to use though, if you ignore that even with the goggles on the redlight is quite retina-boiling...
Basically, don't order this product if you are based in the UK, unless you are happy with a price 22% higher than that shown on the website.”
Hi Amber - can you please remove this review and post it to the correct company website?
We are MITO RED LIGHT (www.mitoredlight.com) based in the USA.
We ship only DHL to Europe (we do not ship FEDEX) and after prior issues, we now email each international individually to ensure they are aware of import fees and customs.
You appear to have purchased your light from "Mito Light" (www.mitolight.com) a company based in Europe.
That is not us. We have no affiliation with them whatsoever.
“Bought the Mito Mobile and in about 6 months, 6 of the 12 lights stopped working. I was told the lights were still working, we just can't see it with our naked eyes (not assuring at all). But I went along with it. But then the fan started getting louder and it became less hot. Reached out to customer service again to see what is happening and was just responded with an email with info copied and pasted from their website.
Honestly, the company's customer service is the worst part. I've reached out on other things and they have never been helpful nor nice. Actually, they're usually pretty rude.
I'm still skeptical if the product is functioning properly and I just can't see it with my naked eye, but I will 100% NOT be purchasing or recommending Mito. There are so many other reputable red light companies out there.
Save yourself the headache of communicating with the team.”
Hi - thank you for taking the time to share your experience and providing us with the opportunity to address this issue here.
The Mito Mobile contains 12 LEDs - 6 are red (660nm) and 6 are NIR (850nm).
https://mitoredlight.com/products/mito-mobile-1
NIR at 850nm is ABOVE the visible spectrum (400-700nm) hence it is invisible to the naked eye.
Only the 6 red lights will appear lit. While the NIR is invisible to the naked eye, the LEDs are on and are putting out significant NIR light energy at ~850nm.
From our FAQ page located here: https://mitoredlight.com/blogs/faqs
"Q: Are the NIR LEDs not working?
Near Infrared (800-900nm) is just beyond the visible spectrum (400nm-700nm) - hence it is invisible to the naked eye. You will actually only be able to see a small pink dot or perhaps a very subtle pinkish hue emanating from the NIR LEDs when they are 'on'. Please rest assured that there is a significant amount of light energy emanating from those LEDs and your Mito Red Light is in fact working exactly as designed."
When we link to and copy from our Frequently Asked Questions (FAQs) page it is not intended to be rude or dismissive.
Quite to the contrary, it is meant to REASSURE our customers that this is a common question and to make sure we are giving a thorough, consistent and complete explanation.
As stated in our response to you. if you still feel the light is not working, it is covered under warranty and you can send it back to us and we can evaluate it. If it appears to not be working properly we will send a replacement.
https://mitoredlight.com/policies/refund-policy
“They write on their website that there is a full refund, "no risk trial, no restocking fee unlike other companies" but then when I tell them I'm not happy with paying 42% customs fees ($97 for a $229 product) to get it shipped to Europe they send me a link saying that I will have to pay $50 + shipping fees ($87).
I emailed them about this and they didn’t show any interest in my situation. After I wrote a negative review, they reached out and offered me to refund me $50 “to make things right” if I updated this review positively. I first accepted but after 6 days without nothing happening and them answering their emails once every 48 hours, I prefer to tell everybody how bad their customer service is. They were only interested in the review, not in my problem. My friend told me that the Joovv support is much better and professional.”
Thank you for taking the time to leave a review and we are sorry you had this experience. We do however appreciate the opportunity to make our international shipping polices clear so as to hopefully avoid these situations in the future.
https://mitoredlight.com/policies/shipping-policy
"Please note that the recipient of an international shipment may be subject to import taxes, customs duties and fees which are imposed once a shipment reaches the recipient's country. Any such taxes, duties or fees are to be paid separately by the buyer."
Unfortunately, we do not have any control over the import fees, duties, taxes, etc that the various governments around the world may charge on imports.
Restocking fees are additional charges that companies deduct from the refund of product cost. We do not charge those.
The $50 fee for international items that are returned to us because a customer changed their mind (after the order has already shipped) is meant to partially offest the return shipping cost which we are charged by the courier in order to receive the item back.
Lastly, we apologize if our email responses seemed delayed. We are in the middle of moving our corporate offices and there is a 9 hour time difference between France and Arizona, USA.
Again. we are sorry you had this experience and that, despite out efforts, we were not able to arrive at an equitable solution. But we do appreciate the opportunity to make our international shipping polices clear so as to hopefully avoid these situations in the future.
https://mitoredlight.com/policies/shipping-policy
Hi Vincent - we are sorry you feel this way. You received your MitoMIN less than 30 days ago. We have a 60 day trial, so if you are not satisfied, please send it back in it's original condition for a full refund. There are literally thousands of peer-reviewed publications demonstrating benefits of photobiomodulation (see the FAQs section of our website). And in less than one year, Mito Red devices have received hundreds of positive testimonials. If you'd like additional guidance on how to best use the device during the 30 days or so remaining in your trial, please call us: 1-800-309-3485.
“Greetings,
I have tried several times to contact you. I have heard nothing back. I did not get an operating book with my light!
I would appreciate one!
catherine milner”
Hi Catherine - Sorry if we missed your prior message. The user manual can be downloaded from here: https://mitoredlight.com/pages/user-manual. We will also send you a hard copy. Thanks - Scott
