Capillus (www.capillus.com) has a 4.7 out of 5 rating on OK.one, based on 66 user reviews collected here. It is listed under Beauty & Well-being and its reputation is excellent. Praise is nearly unanimous, with 90% rating it 4 stars or higher; The business has replied to 80% of negative reviews. Last updated 2026-08-10.
I was really disappointed with the customer service I received, and my purchasing experience was poor. I already had the Capillus Ultra and liked it. The Capillus Pro was beyond my budget but I saw the trade in offer of $300 for the Capillus Ultra and decided I could afford that.
After I sent in my cap (which was in perfect working condition), I received a credit of only $200, which was my first disappointment. Then when I tried to apply it to my purchase, it didn't work. Customer service couldn't get it to work either, and said maybe the credit only worked on full priced items. That was not stated at the time of trade-in, plus 90% of the items on the website are always "on sale". This felt like a scam to me, as now I had an unusable credit and I couldn't get my original cap back either. The rep said she would get back to me within 24 hours with a solution but I never heard back. I wasn't able to reach her again and ended up texting with customer service reps on 2 separate occasions; both times they said they would get back to me and never did.
I cannot recommend this company to others :(
Reply from Capillus2026-05-22
Hello Madeline,
Thank you for your feedback on the latest Trade-in Program. We're sorry to hear you didn't receive the best experience from our team!
We understand your frustration regarding the value of the Capillus Ultra 82. Upon further investigation, we can see that the condition selected at the time of trade-in did not align with the final inspection by our Engineers; resulting in a reduced credit amount for the device.
The Trade-in Program, as well as other Flash sale promotions are not able to be combined. Since they are not able to be combined, the Trade-in Value is deducted from the regular price, or the Flash sale price is applicable.
We apologize for any unclear communication on the website, and will communicate with our team to make any necessary adjustments.
Should you have any questions, feel free to contact our support team via email or online.
Best Regards,
You can talk to an actual person. The other competitors only have online messaging systems or emails. If I can’t talk to a live person that is a red flag. I was looking at illumiflow and capillus. As I want to go with illumiflow because it had a lesser price tag, I couldn’t make the commitment of such an expensive purchase if I couldn’t actually talk to someone on the phone. I called capillus before purchasing and they answered allllllll of my questions. Truthfully and professionally. That’s something I need to feel confident in my purchase.
Reply from Capillus2026-05-13
Thank you for sharing this! We’re so glad our team could provide the personal support and transparency you needed to feel confident in your decision.
Being available to speak directly with our customers is very important to us, and we truly appreciate your trust in Capillus
G
George · 3 reviews · Verified · Experienced 2026-04-29 ·
★★★★★
Great Customer Support! Thanks to Isis
I had an excellent experience with customer support. During the troubleshooting process, Isis guided me step by step with patience and clarity. She was not only highly knowledgeable, but also genuinely caring and attentive to my concern about getting my Capillus Laser Cap up and running as soon as possible.
I’m happy to share that I received it yesterday, and it’s working perfectly. Isis exceeded my expectations with her professionalism and dedication to helping me resolve the issue quickly. I truly appreciate the outstanding level of service she provided—thank you!
Reply from Capillus2026-05-05
Thank you so much for sharing your experience! We’re thrilled to hear that Isis provided such attentive and knowledgeable support throughout your troubleshooting process. She truly embodies the level of care and dedication we strive to deliver to every customer.
We’re also happy to hear that your Capillus Laser Cap is now working perfectly and that everything was resolved quickly. Your kind words mean a lot, and we’ll be sure to pass along your feedback to Isis.
Very easy to communicate with via email.
Very supportive customer service.
Simple to understand "what to do next" instructions
Had repaired product back quickly
Reply from Capillus2026-04-29
Thank you! We’re glad everything was smooth, clear, and quick—we appreciate your feedback!
I had an issue with the battery pack of Capillus laser cap. Once it was identified that it was an issue. Christina went out of her was to remediate the situation.
Will recommend Capillus laser cap to everyone with hairfall issues.
5 star customer service Christina
Reply from Capillus2025-12-29
Thank you for sharing your experience!
We’re glad the battery issue was identified and resolved, and that Christina was able to support you every step of the way. Providing responsive, solution-focused service is very important to us, and we truly appreciate your recommendation and kind words.
Thank you for choosing Capillus!
K
Kate · 1 review · Verified · Experienced 2025-11-03 ·
★★★★★
Great product, great service
Reached out about shipping to South Africa (which is always tricky!) plus a few product questions, and received prompt and thorough answers. International shipping was a breeze, all the fees and taxes arranged and paid for in advance along with the shipping cost, so no surprises or delays in customs, and the product was well packaged and arrived safely and promptly. The cap itself is great: sturdily made and good quality. I have been using for barely a month and have already had a noticeable reduction in hair loss in the shower.
Reply from Capillus2025-12-15
Hi Kate,
Thank you for taking the time to share such a detailed review! We’re glad our team was able to assist with international shipping and product questions, and that the delivery process went smoothly without unexpected delays.t We're happy to hear the cap arrived safely and that you’re already noticing a reduction in shedding!
We appreciate your feedback and are excited for you to continue your progress over the coming months.
