Great product, but very disappointing customer service
I purchased the LED facial mask on 29 May 2026 and, until this issue, I had been very happy with it and genuinely loved the product.
Unfortunately, the cable connected to the mask has become damaged, with the wires sticking out and the connection failing, meaning I can no longer use the mask. As the product is still under guarantee, I contacted customer support on 19 September to arrange a replacement and attached photos showing the fault.
After receiving no response, I followed up again on 22 September. I then contacted the support team via online chat on Friday, 25 September, and was told that I would hear back from the support team on Monday, 28 September. Unfortunately, that never happened either.
I have since followed up again and have still received no response or resolution.
What makes this particularly frustrating is that the RX Beauty website states that if you are not satisfied with a product for any reason, you can contact them within 90 days of purchase for a full refund. It also states that return requests will be responded to within 24–48 hours.
I am not asking for a refund obviously, I simply want a replacement face mask because of an obvious fault with the product, which is still under guarantee. I have provided photos and a video clearly showing the damaged cable.
I am very disappointed because I genuinely like the product and would have been happy to recommend it. However, the lack of communication and customer support when dealing with what should be a straightforward warranty issue has been extremely frustrating.
I would expect a company to stand behind its products and provide reasonable support when something goes wrong. I am still hoping this can be resolved and that RX Beauty will simply arrange the replacement I have requested, but based on my experience so far, the customer service has been very disappointing.