Pain Free Aussies

My experience with Pain Free Aussies has been deeply concerning, particularly regarding safety and business ethics. Here's my verified experience:

SAFETY & QUALITY ISSUES:

- Strong chemical odors from shoes (unsafe for children)

- Cheap, poor-quality materials

- Products nothing like advertised

- Falsely claiming TGA compliance to appear legitimate

- Clear dropshipping from China despite "Australian" marketing

DECEPTIVE PRACTICES:

- False shipping information

- Misrepresenting product origin

- Claiming to be Australian-owned (they have multiple ABN shelf companies - beware)

- Using TGA reputation inappropriately

- Non-existent quality control despite claims

MANIPULATION TACTICS:

- Offered refund only if negative review removed

- Don't honor refund promises even after review removal - other customers have said.

- Multiple customers report similar experiences

- Pressure tactics to remove negative feedback

- Evasive customer service responses

RESOLUTION ATTEMPTS:

- Opened PayPal dispute

- Reported to ACCC

- Filed with Fair Trading

- Documented all communications

- Gathered evidence of similar customer experiences

IMPORTANT NOTE:

This isn't just about poor service - it's about potentially unsafe products being marketed to Australian families under false pretenses.

VERDICT:

Avoid this company. They appear to be a dropshipping operation masquerading as an Australian business, selling potentially unsafe products through manipulative practices.

NEVER will I purchase again. Wasted to much money purchasing products.

Misleading information, 30 days money back is a lie and the material in the cooling blankets are rubbish. The communication is a disgrace. Went with this company to support Aussie sellers but you get TEMU quality, every blanket we purchased are covered in pilling all the small balls all over looks disgusting. Terrible communication with this company

Please do your homework and read reviews.

They should be ashamed of themselves ripping off customers, charging the price they do for the quality you get. Big mistake! Offered a $20 voucher (thanks won't need it) then after another email they said best we can do is offer a $10 voucher I then said ummm was originally offered a $20 they knocked $10 off.

Will never purchase again!!! If I could rate -10 I would give

I purchased three neck pillows, which were advertised with a clear 30-day 100% money-back guarantee.

Relying on this guarantee and confirming the business registration via ABN lookup, I trusted the site and proceeded with the purchase. However, upon receiving the items, I found the pillows were too large for both petite adults and children.

The product page had no visible sizing information, and I assumed, based on the advertised guarantee, that I could return them if they did not fit.

When I contacted the business for return instructions, they did not provide any. Instead, they requested photos or videos of the product in use, stating it was to help their product team with feedback. Even after fulfilling that request, my refund inquiry was ignored, and no return option was provided.

This is in breach of their advertised claims. If the product was not eligible for return based on fit, this should have been explicitly stated on the product page.

Instead, the business promotes a 30-day 100% money-back guarantee multiple times, which I now believe to be misleading.

What does the law say?

Under Australian Consumer Law (ACL), if a business advertises a 30-day money-back guarantee, they are legally obligated to honour itprovided the conditions they set are reasonable, clearly stated, and not misleading.

Based on my situation: I purchased the product relying on a 100% money-back guarantee within 30 days. I attempted to return the items well within the 30-day period. The business did not disclose any conditions or exclusions that would void the guarantee (nothing clear or visible on the product description). Their request for photos appears to be a stalling tactic, not a valid condition for refund.

They also failed to provide a clear return process, which adds to their non-compliance.

Under ACL: Businesses must not mislead or deceive consumers (Section 18). If a business offers additional warranties or guarantees, like a 30-day refund promise, it must honour them.

Conditions must be clearly stated upfront (not hidden or implied after purchase). If youre misled into believing you can return a product and then are denied, that may be a breach of consumer law.

This is a continuation of a complaint I wrote recently asking for a Return Slip to send back 2 pair of their non slip barefoot shoes. That was eventually done only after I wrote the first Pissed of email.

Well, 3 Fridays ago, I did send them back.

I contacted them to see if they received them, but the response I got was this was under review. What for? Well I can't answer that question.

I was told through quite a few emails, that if I sent the shoes back they will send the correct size shoe to me.

I did try and contact them again, but it was radio silence. I thought for sure this would be an easy and amicable exchange.

It is quite obvious that they are struggling with communication with one another as well.

Reason being, is that they should have seen my name when I sent the shoes back and simply sent me the correct ones.

Now in saying this, I am left assuming all of this, because no one has actually told me why was it being reviewed. Tell me why is this turning out to be so difficult?