“Best $777 I’ve ever spent. Very quick delivery and the product is amazing. My knees are no longer aching and it’s even helping my partner carpel tunnel. Thank you Pain pod AU.”
“Received the starter kit and foot pads on 10 Jan 24. Previously when walking I suffered from pain in my foot in the ankle area which cut short my walks. Since using the pain pod twice daily, I am now capable of completing my walk. Also bought the Silicone cover to reduce the issue of breakage of the control.
I have been to podiatrists, physios and doctors, and pain killers did not help. An ankle brace was suggested, costing $400, this did not assist in anyway except to cut up my joggers.
At this point I would recommend the PainPod.”
“Have been dealing with these guys for a while now. Delivery of new pads always next day which is great. Have recommended to friends as I use as my main pain relief for my back and hips. Always willing to help out.”
Hi Chris,
We're very sorry to hear you feel this way but do appreciate you taking the time to provide this feedback.
We are an Australian based company and we do invest heavily in our R&D to bring products and accessories onto the market that are not available elsewhere. We also invest in having an Australian based customer service team who are available to help with your needs.
We do hope you are finding our products helpful with your pain management.
“Only used a few times but excellent results so far. Only problem has been situating on lower back and knowing which button is the power but getting used to the positioning.”
Hi Jeanette,
Thank you for your review, we are so happy that only after a few uses you are happy with the results. As a solution to familiarising yourself with the location of the buttons of the PainPod Lite we do have Long Extension Wires on our website which you can plug into the PainPod as use the actual device as a remote if that makes it easier for you.
“Good afternoon,
Just wanted to alert you to a quality issue with your pads. I ordered some replacement small pads some weeks ago. Treated them exactly in the same way as always. After two days the adhesive dissolved into a liquid mess. No exposure to chemicals or excessive heat.
Disappointing and I am reluctant to spend more money on pads (which I need).”
We are very sorry to hear this and it is highly unusual.
Our customer service team will be in touch to help resolve the issue.
Posted 2 years ago
We have tried to assist you with your issue.
You have stated your profession in the signature of one of your emails that indicates you are a scientist, however when we politely requested an image to show that the gel pads have "dissolved into a liquid mess" so we could send evidence to our manufacturer you were not able to do this as you then stated that "it looks normal".
You then berated our customer service contact for simply asking this of you, calling this person recalcitrant and argumentative.
We will always replace pads if they are not performing as they would be expected to. We do not think it is unreasonable to request evidence in the form of a photograph if a claim of a major physical fault has been made, such as the one you have made above.
“I have purchased the Hidow many years ago. My husband and I use it all the time when needed. I have purchased one for my son & daughter who use it when needed at all times as well. It works great and releases muscle tension, pains etc. Convenient and easy to put on and take with you wherever.
I am so grateful to own one and highly recommend it to give comfort. Thank you.”
“Hi thanks for the great service and new items. The cover is great and provides protection to the unit from accidental drops.
Josh helped greatly in facilitating the repair quickly and easily then in having my pain pod unit returned to me.”
“The service is always fast and reliable. I have used my Liberty XPV for years and recently sent one to a friend in South Africa, who like me, loves it.”
“I suffer from chronic pain and the PainPod helps me to alleviate my pain and enables me to function. I have had the basic device for many years now and I have recently discovered the additional products that are now available, which are fantastic.”
“Thank you for the chance to let you know about Pain Pod AU
As a long time user if Pain Pod I was glad I could order some new pads from your website .
What I don’t like is since I have used Pain Pod AU I am getting swamped with adds from you while I am using the internet . This is not the way you should treat your loyal customers.
Regards Ken Grinter”
Hi Ken,
Thank you for taking the time to leave us a review and we appreciate your kind words.
In regards to our ads, I do not believe we have much control over who they are show to, as it is the platforms themselves (Meta and Google) who place the ads in front of people who they believe the ads will be most relevant to. We will check with our agency if there is a way to stop you seeing them, however if they are not our ads being shown, it will likely just be a similar but different companies ad you will see.
We will let you know when we hear back from them if there is any kind of action you can take to reduce this.
Kind regards
The PainPod Team
“I bought some products under the Black Friday specials that painpod has been advertising as specials then 2 days after delivery all prices dropped so not very happy with your company”
Hi Chris,
We believe leaving a one star review is an unfortunate way to communicate with us, as we can see you have been a customer for quite some time and an email or phone call would have been sufficient.
You have stated that we were advertising specials prior to the sale, which is correct, as we did this to let customers know that the sale was coming up and so we would avoid situations where people were unaware our prices would be dropping.
We were quite clear in our communication that the prices online would be dropped for the Black Friday sale on Black Friday itself and that if anyone wanted early access that they could contact our office by phone or in person.
Please see an outline of our communications below:
- FB & Instagram Social Media Posts on 17th November stated the "annual Black Friday Mega Sale is back from next Friday 24th November! The sale runs from midnight Thursday 23rd November until midnight Monday 27th November. Come into our Ashmore shop or call 1300 911 442 for early access!"
- Email Newsletter 17th November
Subject included "BFCM Sale Early Access Info"
Preview text stated "Our BFCM Mega Sale is on next weekend but when you call our office or come into our Ashmore Shop you can access the discounted prices early"
Body of email, first block stated "Our BFCM Mega Sale is on next weekend but when you call our office or come into our Ashmore Shop you can access the discounted prices early"
- Website BFCM page linked to newsletter had a large banner at the top that said "Online sale from Friday 24th-Monday 27th November for early access come into our Ashmore Shop or call 1300 911 442 during office hours.
We can see from our newsletter analytics that you had received the information above in the email newsletter at 10:53am on November 17th and that you had opened the newsletter at 3:46pm that same day. Your order wasn’t placed until November 21st.
Our analytics also shows us that you received a follow up email that showed the countdown timer for the sale to start and had opened it a number of times, as well as more emails that followed and promoted the sale.
We feel that we had been very open and transparent with information on the sale and had you reached out to us when you realised you had misunderstood the sale period this could have been resolved in a much better way.
As you have been a valued customer, we had asked via email if you would like to revise your review of our company and that we would be happy to provide additional customer service and review your order under the circumstances of the sale. Unfortunately we did not receive a response so felt we needed to make this reply public so that all facts are available for anyone reading the review.
Unwarranted low rated reviews can hurt small businesses quite significantly and the main goal with our business is to ultimately help people.
