Hi Omnilux Support, I purchased an Omnilux device as a Christmas gift (Order #756240, placed Dec 24, 2025). It was delivered Jan 7, 2026 and has already failed as of Feb 10, 2026. The device... Zobacz więcej
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I sent Omnilux an email on 12/26 and it is now Feb 9th and 10 emails later and they NEVER EVER reply. I called them and they 1000% DID NOT offer any care or concern. Their customer service is non-ex... Zobacz więcej
Reakcja na opinię
As for results I don’t know yet I’ve only had the masks for 2 weeks for the ACNE mask butttt the eye protection is soooooo uncomfortable. It makes the mask barely tolerable like I have genuinely thou... Zobacz więcej
I purchased the Omnilux contour face mask in November during their pre-Black Friday promotion. I have been using it on my face, neck and even my hands at least 3-4 times a week. It has not been diffic... Zobacz więcej
2,3
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202 recenzji
Odpowiada na 18% z negatywnych recenzji
Zwykle odpowiada w ciągu 2 tygodni
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I like the product just unsure if it…
I like the product just unsure if it works, time will tell.
2 października 2025
Opinia niezależna
Hi Omnilux Support,
Hi Omnilux Support,
I purchased an Omnilux device as a Christmas gift (Order #756240, placed Dec 24, 2025). It was delivered Jan 7, 2026 and has already failed as of Feb 10, 2026. The device powers on briefly (about a minute) and then shuts off.
This is clearly not acceptable performance for a $380.39 device and it is well within your warranty period. Please advise next steps for a warranty replacement (or refund if replacement is not available).
Order number: 756240
Purchase date: Dec 24, 2025
Delivery date: Jan 7, 2026
Failure date: Feb 10, 2026
Issue: Lights turn on briefly then shut off
11 lutego 2026
Opinia niezależna
Absolutely appalling customer services
Absolutely appalling customer services. My mask has started to intermittently flicker and is within the 2yr warranty. I got replies for the first 2 emails, and then absolutely ghosted. I have followed up several times and nothing.
10 lutego 2026
Opinia niezależna
Odpowiedź od Omniluxled
We’re really sorry to hear this and completely understand your frustration. This isn’t the experience we want for you. Our customer service team is currently managing a high volume of emails, which may be causing delays, but based on what you’ve described, this would ultimately be processed as a replacement under warranty.
This is actually our first time actively responding on Trustpilot, and we appreciate you bringing this to our attention here. If you're open to it, please send us a DM on Instagram with your order number and the email used at checkout so we can locate your ticket and help resolve this as quickly as possible. Thank you for your patience, we truly want to make this right!
I sent Omnilux an email on 12/26 and it…
I sent Omnilux an email on 12/26 and it is now Feb 9th and 10 emails later and they NEVER EVER reply. I called them and they 1000% DID NOT offer any care or concern. Their customer service is non-existent -- unless you feel you don't need help I would never buy from this company, as expensive as their product is, this is not acceptable. If they can't staff their customer support properly, they should not be doing business.
26 grudnia 2025
Opinia niezależna
Odpowiedź od Omniluxled
We’re truly sorry for the experience you’ve had, and we do understand how frustrating and unacceptable that delay feels, especially after investing in a premium product.
This is our first time engaging directly on Trustpilot, and we’re actively working to improve communication across all channels. Our customer service team has been handling a higher-than-usual volume, which has unfortunately led to response delays, but that’s no excuse, and your feedback is valid.
If you’re still open to resolving this, please send us a DM on Instagram with your order number and the email used for purchase so we can locate your ticket and personally help move things forward. We appreciate your patience and truly want to make things right.
My Omnilux Clear Mask battery failed after only 5 uses
My Omnilux Clear Mask battery failed after only 5 uses; it won't charge anymore, so I am left with a defective product, as Omnilux doesn't sell replacement parts.
This is the second Omnilux product that has failed on me in near-new condition. Due to both items not being used for a significant amount of time, there was no warranty left on either one of them. So all up, I lost over $1,000 on both.
Don't waste your money. You pay a ridiculous amount of money for some cheap plastic that you will be lucky to get a handful of uses from. I took very good care of both products, and both were kept in their original boxes and stored under my bed in plastic tubs. It just goes to show that this company sells rubbish products.
7 lutego 2025
Opinia niezależna
Odpowiedź od Omniluxled
We’re really sorry to hear about your experience, and we understand how frustrating it is to invest in something and not have it perform as expected, especially after taking such good care of your devices!
We do offer replacement parts through our customer service team, so if you're having issues with your Clear controller, they can help assess and provide options. In the meantime, here are two quick things to check that often resolve charging issues:
Make sure the wall adapter is fully clicked into the charging plug — even a slight disconnect can prevent charging.
Avoid plugging the mask into the controller while it's charging — this can interfere with the charge cycle.
If you're open to it, please reach out to our support team or send us an Instagram DM with your order details. We really want to make this right!
HORRIBLE customer service
HORRIBLE customer service. mask broke after 2 months. wont charge. have emailed maybe 5 times for the warranty replacement and nothing back. do not buy an omnilux.
3 lutego 2026
Opinia niezależna
Odpowiedź od Omniluxled
Hi there! I'm so sorry to hear this! We completely understand how frustrating it is to experience an issue so soon, and then not receive a timely response. We agree this shouldn’t have taken this long. In the meantime, here are two quick things to try with the controller:
Double-check that the wall adapter is clicked fully into the charger — if it’s even slightly loose, it can prevent charging.
Avoid plugging the mask into the controller while charging — this can interfere with the charge cycle.
We know this doesn’t make up for the delay, but we’d love the chance to get this resolved!
Painful at every use / no results
I was so excited about using the led mask as it came as soft plastic rather than moulded face shape like competitors. First issue, the light did really hurt my eyes so I contacted customer service and I had to buy the eye protection at an extra cost. The mask is so painful to use and hurt on the bridge of my nose and eye area, despite keeping the strap loose on the back of my head. And to top it all off, there has been no improvement to my skin. I contacted customer service today and hoping we can get some resolution.
3 lutego 2026
Opinia niezależna
Odpowiedź od Omniluxled
Oh no! I'm really sorry to hear this! I understand how disappointing it is when something you were excited about doesn’t meet your expectations :/
Regarding the discomfort: the red mark on your nose is likely from pressure on that sensitive area. This can be normal and typically fades within 5–10 minutes, though for some skin types, it may take longer. Our mask is designed to fit a wide range of face shapes, but some people do experience more sensitivity around the nose bridge. If loosening the strap doesn’t help, placing a small cotton pad or piece of a cotton ball under the mask at the pressure point can often reduce discomfort! As for the eye sensitivity, our optional eye shields are available for extra comfort, but we understand the frustration with needing to purchase them separately, and appreciate your feedback. We’re glad to hear you’ve reached out to customer service, and we hope your message is being addressed promptly. If there's anything else we can do to support you here, please don’t hesitate to reach out!
Shady.
Not at all satisfied. Product came and listed warnings and ingredients NOT listed on webpage making it unsafe for me. I contacted them to return the product and they never replied. The website is NOT transparent and the customer service is non-existent. I am left having to file a chargeback, which sucks.
Their mailing address is also a house… which is suspicious.
10 stycznia 2026
Opinia niezależna
Odpowiedź od Omniluxled
Hi there! We appreciate you sharing your feedback, and are really sorry to hear about your experience as that is not the service we aim for at all. Because we operate as a mostly remote team, we use smaller office spaces and fulfillment partners, which is very common in our industry and region. While it may appear unconventional, we can assure you that we are a legitimate, FDA-cleared brand backed by clinical studies and trusted by medical professionals worldwide.
As for the product concerns: all ingredients and usage information should be available on our website, and we’re sorry if anything was unclear. If you’re still open to resolving this, please reach out again or send us an Instagram DM with your order details. We'd love to help!
It's impossible to get any customer…
It's impossible to get any customer service from Omnilux. I've never heard of, much less experienced, this level of corporate neglect and ignorance from a paying customer-- and their products are not inexpensive.
30 stycznia 2026
Opinia niezależna
Odpowiedź od Omniluxled
Hi there! We truly regret that this has been your experience and it’s far from the level of care we aim to provide. Our customer service team is currently managing a high volume of inquiries, which has caused delays, but we completely understand how disappointing this feels, especially given your investment. If you're open to it and you still have not heard back from us, please send us an Instagram DM with your order number and the email used at checkout so we can help escalate your concern and get things moving. We genuinely appreciate your patience!
Mask DOA and No Response
My mask was dead on arrival. I sent several emails and made sure to include my Order Number, Serial Number, pictures, etc. and never received a response but I did see my comments on their TikTok posts were deleted. This was a gift from my fiance, who initially got me a Shark mask. I made him return that one and get me an Omnilux instead. I should've kept that one. Now I have nothing. I had no idea how terrible the customer service is. I will never buy from this company again. Terrible.
26 grudnia 2025
Opinia niezależna
Odpowiedź od Omniluxled
Hi Melissa! I'm so sorry to hear this we completely understand how disappointing and frustrating this experience has been, especially because it was a gift. While our customer service team is currently working through a high volume of inquiries, we’d love to help troubleshoot in the meantime in case it’s a quick fix:
Make sure the wall adapter is fully clicked into the plug — if it’s even slightly loose, it can cause charging issues.
Avoid plugging the mask into the controller while the controller is charging — this can disrupt the charging process.
We also recommend reviewing the Quick Start Guide included in your package to ensure setup is complete!
If there were 1/2 star
If there were 1/2 star, I would give it that. These people do not return emails and say they are extremely busy. They don't belong in business. I thought that since I had seen them advertise on CNBC, they were a legit company. Definitely not!
1 grudnia 2025
Opinia niezależna
Odpowiedź od Omniluxled
Oh no! I am so sorry to hear this has been your experience. I understand your frustration, and it’s not the level of service we ever intend to provide. Our customer service team is currently managing a high volume of inquiries, which has unfortunately delayed some responses, but that doesn’t make your concerns any less valid.
If you’re open to it, please send us an Instagram DM with your order number and the email used at checkout so we can help look into your case directly. We’d really like the chance to turn this around!
Complete waste of money
I bought an acne Omnilux mask a few years ago, it cost around 300£. Don't be fooled, not only does it not at all improve acne but also the charger became rubbish at holding any charge just outside of the warranty window...! I now find that it doesn't hold enough to even warrant using it. Total waste of money and the customer service is rubbish, they don't take any respoinsibilty. Just another company monetising on false promises and taking zero responsibility for poor products and contributing to landfill.
29 stycznia 2025
Opinia niezależna
Odpowiedź od Omniluxled
Oh no! We’re really sorry to hear this and fully understand your disappointment. It's never the experience we want for any of our customers. Our Clear device is clinically proven to help reduce active acne and redness with consistent use, but results can vary depending on individual skin needs and severity. Regarding the controller issue: we do offer replacement parts through our customer service team, even outside the warranty window, and we’d be happy to help explore that option with you. If you're open to it, please send us an email at [email protected] so we can assist further!
Item was never delivered - SCAM!
Item was never delivered, but marked as such. In fact, the day it was marked delivered makes no sense because the delivery location was an office building that was closed on that day. Contacted Omnilux by email multiple times (their phone service is deactivated due to “high volume”). Received no response. Disputed with credit card company ultimately. Scam!
17 stycznia 2026
Opinia niezależna
Odpowiedź od Omniluxled
We’re really sorry to hear about this, we understand how incredibly frustrating this is. If a package was marked as delivered incorrectly, that absolutely should have been investigated and resolved, and we apologize if you didn’t receive the support you deserved. Our customer service team has been experiencing unusually high volume, which unfortunately led to delayed responses, but that doesn’t excuse the lack of communication. If you're still open to it, feel free to DM us on Instagram with your order number and the email used so we can review your case and ensure it’s been fully addressed.
DO NOT BUY FROM THIS COMPANY!
Bought this mask in July 2025, charger stopped working in December 2025. Customer support answered to the first two emails in which I had to request a return and prove it's broken. Since then, it's been utter silence. I have read many similar experiences where people aren't refunded or do not get a replacement for faulty products.
I would expect far better service for such an expensive item.
SCAM!!
28 stycznia 2026
Opinia niezależna
Odpowiedź od Omniluxled
We’re really sorry to hear this and understand how frustrating it’s been. That really isn't the experience we aim to provide, especially after investing in one of our devices! The issue with your charger sounds like it should be covered under our warranty, and we do offer replacements through our customer service team. While we’ve been working through a high volume of inquiries, your concern deserves a timely resolution. If you’re open to it and still have not heard back we recommend sending us an Instagram DM with your order number and the email used at checkout so we can help escalate your case. Thank you so much for your patience!
BEWARE 0 Customer Support
After about 4 weeks the mask stop working. I contacted the company with no response. I then asked for an RA number so I could return the product. No response after 12 days. I did get a generated response that said they were busy and would get back to me in 4-6 days. Not a happy camper and would like my money back.
16 stycznia 2026
Opinia niezależna
Odpowiedź od Omniluxled
Hi there! I'm really sorry to hear that you have not heard back yet. We agree that waiting this long for a response is not acceptable. Our customer service team is currently handling a high volume of inquiries, which has caused delays, but your concern absolutely deserves to be addressed. If you're still open to resolving this, please send us an Instagram DM with your order number and the email used to reach out to our team so we can locate your ticket and get this resolved ASAP.
Omnilux mask not staying on..
I have tried multiple times to get hold of Omnilux... all last week. My daughter got it for me for Christmas. I should have returned the mask then. I feel bad that she spent so much money on it. It's only been a month, and now it's not staying on.
Someone has to stop them from selling those masks.
19 stycznia 2026
Opinia niezależna
Odpowiedź od Omniluxled
Oh no! I am so sorry about this, and that is such a bummer especially since it was such a thoughtful gift. If the device isn’t staying on, we recommend reviewing the Quick Start Guide to ensure the controller is fully charged and connected properly. Double check that the adapter is clicked all the way into the wall plug and that the mask isn’t plugged into the controller while it’s charging, as that can interrupt power flow. If you're open to it, feel free to send us an email at [email protected] so we can help get this sorted as quickly as possible!
Rubbish Charger
I purchased my contour mask in the UK in 2025. 13 months after purchase the charger ceased to charge. It appears too difficult to argue with Omnilux about obtaining another and for the price of the product I would have expected to get more than one year's use out of it. I have to say that I didn't really notice any improvement in my face either. Looks like I will have to purchase a new device from another manufacturer if I want to test out this technology.
27 stycznia 2026
Opinia niezależna
Odpowiedź od Omniluxled
We totally get how frustrating this must be, and we’re really sorry to hear it! Our devices are built to last, and we do offer replacement parts through our customer service team, even if you're outside the warranty period in some cases. If you're open to it, feel free to email us at [email protected] and we'll do what we can to help!
Eye brightener does not last and they send faulty replacements!
Bought eye brightener January 2024 that failed 9 months later October 24 and had to be replaced. The replacement then failed just before the 2 year warranty, but I was sent a replacement that was faulty then had to waste time dealing with that. Then I was sent yet another faulty replacement! Skinmart who I purchased it from have been helpful sending the 2 replacements but apparently omnilux has been slow to respond to them, and obviously these eye brighteners are not reliable devices and cause more hassle than they're worth due to not even lasting their warranty period. Now it seems the devices they have in stock are all faulty because how could I get 2 faulty ones in a row, and especially after specifically asking to be sent a 'working' device after the 1st faulty replacement? My device is now out of warranty, so even if they replace this 2nd faulty replacement, because I know that will also fail within a year or so potentially way less even if they can finally send me a replacement that actually works (as I'm obviously and reasonably starting to doubt is impossible now I've been sent 2 faulty replacement devices) then when that fails relatively soon I'd have to buy another. I've already been without a working device for weeks now despite originally paying for one. I cannot recommend these due to my experiences, and it's a shock to come here and see so many others have also had issues with omnilux. Buy a better brand!
18 stycznia 2026
Opinia niezależna
Quit working after using 4 times
Quit working after using 4 times. Will not answer phone or email. Also ordered another product and did not receive.
Would not recommend
16 grudnia 2025
Opinia niezależna
Will not take care of defective mask never used
I purchased two masks December 5 for my daughter’s Christmas gift and when my daughter had the opportunity to use her when she charged it the charger is defective. I immediately emailed them and called. The call went to an email saying they’re not accepting calls. I have sent over 6 emails and finally last week I received a basic response giving me instructions on how to fix it but they didn’t take the time to understand what the issue was and the instructions are not for our issue so I am back to square one. Extremely frustrating
13 stycznia 2026
Opinia niezależna
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