I rarely leave negative reviews, but this experience was exhausting enough that I feel it’s important to document it clearly.I ordered a Hooga panel through Amazon. The first unit arrived with a rattling noise, so I contacted both Amazon and Hooga directly. Amazon responded quickly and sent a replacement, which I appreciated. Hooga also offered to send a replacement, but their response came after Amazon had already shipped one, so I let them know Amazon had handled it.Unfortunately, the replacement unit that arrived appeared used: • The packaging was not sealed • The charger was not wrapped in plastic (unlike the first unit) • There were visible scratches and dents • The panel behaved differently than the original, including noticeable light perception issues that were not present beforeWhen I followed up with Hooga, a representative named Tyler responded. While he acknowledged that Amazon sometimes mistakenly restocks returned items as “new,” his tone and approach afterward were extremely unprofessional.Despite saying “I believe you,” he repeatedly insisted that what I was experiencing was “not possible,” suggested it was an “optical illusion,” and implied that I was misunderstanding what I was seeing—even stating that “everyone always comes back and confirms it’s still red.” This felt dismissive and invalidating, especially after acknowledging fulfillment issues.After I sent photos (as requested), he dismissed the concerns again, suggested damage was likely just a protective film (there was none), and concluded that everything looked normal—without addressing the lack of sealed packaging or the broader fulfillment concerns he had already admitted existed.At that point, I chose to return the product through Amazon, which was handled smoothly. The contrast between Amazon’s straightforward process and Hooga’s defensive, condescending communication was stark.I want to be clear: this review isn’t about a defective product alone—issues happen. It’s about how a customer is treated when something goes wrong. Being told, repeatedly and indirectly, that your experience isn’t real or is “all in your head” is not acceptable customer service.I hope this feedback helps the company improve its support approach, because this interaction alone made me decide not to purchase directly from Hooga again.
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Hooga is a wellness technology company specializing in high-quality, affordable red light therapy and infrared heat therapy devices designed for real results. We offer a full range of red light therapy products, including panels, masks, belts, pads, and full-body systems, all built around clinically studied red and near-infrared wavelengths to support recovery, pain relief, skin health, sleep, and overall wellness.
In addition to red light therapy, Hooga also provides advanced infrared heat therapy solutions, including sauna blankets and infrared PEMF mats, combining heat, far-infrared, and pulsed electromagnetic field (PEMF) technology to support circulation, relaxation, muscle recovery, and stress reduction.
Our focus is simple: effective technology without inflated pricing. We engineer our devices for performance, durability, and ease of use, while eliminating unnecessary markups common in the wellness industry. Every product is backed by a strong warranty and a customer support team known for fast, knowledgeable, and responsive service.
From pre-purchase guidance to long-term support, Hooga is committed to transparency, reliability, and customer satisfaction. Our goal is to make professional-grade red light therapy and infrared wellness technology accessible, trustworthy, and affordable for home use.See more
