Update by user Apr 20, 2021 Company fixed the issue and I have been provided with full refund. they were very helpful to resolve the problem. Original review posted by user Apr 20, 2021 I don't find pads and wires in box. may I buy new ones from you? i have found, ll since talking to your representative, that the whole neck relax device is completely closed circuit, with no opening to put in batteries. I have now notified Experian fraud division, who will look into this matter, and let you know results. i will let it all go if you will send me a new unit complete with everything that should be in it for the price I already paid for just pads. There is no way I can send back this unit, because I am 90 years old with no one to send for me. I have, however, several witnesses to back me up. Thank you in advance for helping me, as I need all the help I can get. Sincerely Eileen Rozelle. Phone 913-364-****