“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.
Hi Kim, thank you for your review.
There are factors which determine how long the pads should last for.
Skin type plays a huge part in how long the pads last, if you have mediterranean skin the pads won't last very long due to the excess oils present on the skin and the other major factor is caring for the pads will help to make them last longer.
We have a product called Conductor Gel which you would apply to the pads to give them a bit more life as we do understand that the pads won't stay sticky forever.
In addition to the Conductor Gel we have created a whole range of wearable accessories which eliminate the use of the pads as the pads are the consumable part of the equation.
If you would like any further information about any of our products please don't hesitate to get in touch on 1300 911 442.
Hi TJ, thank you for taking the time to write reviews about us and some of our products. We do make an effort to get our orders out the same day that they are ordered because we understand that our customers are in pain and time becomes such an important factor.
“I am still exploring the functions and benefits to best use the maximum potential for the discomfort of my bursa thigh hip pain. Great that the replacement battery is now actioned and appreciate the supply and fit service provided Thank You Guys”
“I’ve been using my PainPod for about two weeks now to assist with an injury that I have. To say that I’m super impressed is an understatement. It’s easy to use, very portable and has various modes to assist with different treatments.
I couldn’t recommend this product highly enough.”
Hi Jamie, thank you so much for writing a positive review we really do appreciate it. We are beyond thrilled that you are impressed with the PainPod, thank you for sharing.
“The service has been excellent. As for the PainPod Lite I purchased, it’s been several years since I was pain free with my knees .
They’re not magically healed . However I’m now pain free for a few hours a day or after a run . I’m definitely upgrading to the PainPod 3 .
Absolutely magical! Thank you .”
Hi Stephen,
That's so great to hear and thank you for sharing! If you are going to upgrade we have our BFCM sale coming up next weekend and you can give us a call for early access :)
“I recently bought PainPod at the Moto GP. Then bought an extra Bio Belt (I have 2 legs !)
It works fantastic.
Today I went looking for the charging cable and we didn't get one. Can you please supply a cable ASAP as it is nearly flat.”
“This is the second machine we have had and the first one lastest just short of 10 years. The staff member that I spoke with twice on the phone whilst I ordered the machine and then the accessories, was wonderful to deal with and very helpful.”
“Plastic not as sturdy as I was expecting, and pads have started losing their stick after 3 instruction-lead uses.
A sample of the conductor gel would have been an excellent addition as I am now curious about it, but reluctant to put in a new order.”
“Love the Pain Pod, but are disappointed with the display panel being so weak and easily damaged.
After a quote for the panel to be fixed for around $90 I just now fly blind with it as the likelihood of it happening again is so very high!”
Hi Karen, thank you for your review and feedback. We do have a Silicone Cover for the PainPod as well as a WaistBag where you can keep everything tucked away nicely.
