order never received
I placed an order (Order #1207) in March 2026 for a Red Light Therapy Cap. Two months later, I still have not received it.
Over the course of 26+ emails, the company repeatedly promised delivery updates and resolutions by specific dates — none of which materialized. Explanations included a multi-week website outage, a security breach, and an ongoing courier investigation. The order page was eventually deleted and showed as inaccessible.
The courier marked the parcel as delivered to my mailbox on April 23. I checked my mailbox that same day and multiple times after — nothing was there. The company acknowledged in writing that I may not have personally received the package, yet declined to issue a refund.
Additionally, a package addressed to a different customer was left unattended at the entrance of my building. I reported this to the company honestly. They later used the value of this item — which I never ordered and which had the wrong plug for Europe — as a reason to withhold a refund.
I have now filed a chargeback with my credit card provider and submitted the full email history as documentation.
I am sharing this experience factually so other potential customers can make an informed decision.
Reply from Zack Fitness LTD
We are sorry this situation occurred, but we strongly dispute the way the complete facts have been presented.
The Red Light Therapy Cap was dispatched, and the courier’s tracking records confirm delivery to the address provided on 23 April 2026. The customer states that the parcel was not received, while the courier confirms that it was delivered. We provided the available delivery evidence and opened an investigation with the courier.
The customer also confirmed receiving a separate product of considerable value that was intended for another customer. Although this item was not part of the original order, the customer was allowed to keep it while we attempted to resolve the situation.
Despite the courier’s proof of delivery, we accepted the financial loss, and the customer received the full amount back through the chargeback process. The customer has therefore received their money back while also retaining the additional product.
We hold the complete email correspondence, tracking information, proof of delivery and refund documentation. Given that the customer has received a full refund and kept an additional product at no cost, the continued complaint raises concerns that further compensation or additional benefits from our company may be expected.
We acknowledge that there were delays and communication difficulties, for which we sincerely apologise. However, we made every reasonable effort to investigate the case and ensure that the customer did not suffer a financial loss.