Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have returned the products because I saw a cheaper item that I can get in another store. we've been emailing each other for the return process. they're asking for serial numbers so i had to let my brother open the box that it came in and send me pictures. there are 2 items in the box. 1 is the main item which is the Theragun Prime Plus ($399) and a Theragun Cold Plus Attachment which came free like a discount. I brought the box with me to work the next day, sealed it, put on the return label they've sent thru email and had ***** pick it up together with our office packages. When i emailed them regarding my return they initially said that they don't have it yet even though I've checked the tracking no. and it was delivered already. When they finally got it they said that it was missing an item, the main item ($399). They said that their gonna investigate so it took a few more days and they finally told me that they can't give me a refund because there's a missing item. My world crumbled. It's the first time this ever happened to me and it's a big ************ still paying for it up to now. I told them I can't accept their decision so they would help me by filing a claim with *****, and it got denied. I didn't steal the money that I'm using to pay for that merchandise. It's hard-earned money. I don't know what to do. Please help.

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  There is no other way to contact customer service other than their chat on website. They do not respond to ******** there is no workable telephone#.I have chatted with two different people who tell me to wait for follow up email on replacement that never comes. I purchased the "Recovery Therm Back Belt" 4/22/24 for $249 & it is still under warranty but the battery is defective & won't take a charge. They explained that they would send a whole new belt since they don't sell battery separately. I have been waiting for this info that doesn't come. The newest person on chat, ******* tells me to be patient, that email is coming & offers no explanation why it's taking so long.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have had 4 TheraFace Pros stop working within the year. Each time it took 6-8 weeks to receive the new device. They only work for 2 months before they break. My 4th one broke last night, 2 weeks after the one year warranty (but its only 3 months old) . I also had two Power Dot Duos that broke within a year. I own 8 Therabody devices. Your customer service is abysmal. I want to speak to a CEO. I am a social media expert. I am going to blast this everywhere. I want a. NEW replacement (not refurbished) sent to me ***************.

  Business response

  01/03/2025

  Hello *********,

  Thank you for bringing this matter to our attention. We sincerely apologize to the customer for their experience and any inconvenience they may have faced.

  After reviewing the case, we found that the customer was provided with a full refund for their device on December 20, 2024. Based on this resolution, the issue should now be resolved.

  If there are any additional concerns or further steps needed, please dont hesitate to let us know. We value the opportunity to address any remaining questions or ensure the customers satisfaction.

  
  Thank you for your time and assistance.

  Customer response

  01/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Theragun Pro Plus during Black Friday. My order never shipped. I had to email them and ask them about it. They finally responded and said they were shipping it. I told them I don't want it and canceled the order. They sent a Return To Sender to ***. I never received anything. They still have not refunded my money and are holding it hostage! They have extremely poor and rude customer service via email only. No human to talk to.

  Business response

  12/27/2024

  Hello ********* K,
  Thank you for bringing this matter to our attention. We wanted to provide an update regarding the customer complaint referenced in this case.

  
  A refund for the customer has been successfully processed and, according to our records, was completed on 12/26. The customer should see the funds returned to their account within 3-7 business days, depending on their banking institution.

  The delay in processing the refund was due to correspondence with **** as their records indicated that the order had been delivered and was not returned to us, contrary to the customers claim. However, we have since filed a claim with *** regarding these orders and prioritized resolving the customers concerns.
  Since the refund has now been processed, we consider this complaint resolved. Please let us know if any further action is required.

  
  Thank you for your understanding and assistance in this matter.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  All together I have been charged $1645.33. I was double charged $277.08 on December 16th. I was charged two transactions on December 9th for $134.20. There is no phone numbers to call. I screenshot all the transactions from my HSA and ************

  Business response

  12/17/2024

  Dear ********* K,
  I hope this email finds you well. I am reaching out regarding a recent customer complaint concerning a refund and duplicate charges.
  Upon reviewing the situation, it appears that the customer placed two separate orders. Unfortunately, both orders were processed and shipped before we were able to cancel one of them. Our team promptly initiated a recall for one of the orders, and once the item was successfully returned, a refund was processed for that portion of the order.
  For the remaining items in the second order, we provided the customer with a return shipping label to facilitate the return process. Once these items are received at our warehouse, we will promptly process the refund for the customer.
  We are committed to resolving this matter as quickly and efficiently as possible and will ensure the customer is fully reimbursed for the duplicate order. If any additional details are needed, please do not hesitate to let me know.
  Thank you for your attention to this matter.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Re order *****************, I had chatted customer service multiple times re missing items and the refund. Chat service people have limited authority and they have not followed up despite telling me that someone will reach out to me in 24 hours last week. Of course, there is no phone number to call for a swift resolution.

  Business response

  12/17/2024

  Dear ********* K,
  Thank you for bringing ******* Shahs concern to our attention. We would like to confirm that the refund was successfully processed on December 11, 2024. Depending on the customers banking institution,the funds should be reflected in their account within 3-10 business days.
  If any further assistance is needed, we are more than happy to help ensure the matter is resolved to the customers satisfaction. Please let us know if there are any additional questions or concerns.

• Initial Complaint

  12/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a theragun for my friend and entered her shipping information. When I entered my billing information, it would not hold it in the therabody order. I tried this six times - and each time they apparently charged my card but the order never gave me an order number or processed. I should be contacted by customer service and receive a r fund for the four to six transactions of ****** that appear to be pending! The fact that your system does this is pretty crazy and having no customer service number to contact is also not customer friendly. Further your chat does not work either. Please contact me via phone or email asap and refund my card holds!

  Business response

  12/09/2024

  
  Thank you for reaching out regarding the complaint filed by *** ******** concerning their recent purchase attempts.  
  
  We have reviewed the case, and unfortunately, the customers orders were flagged as fraudulent due to a mismatch between the billing and shipping addresses. As a result, the orders did not go through, and no charges were processed on our end. However, the funds associated with these transactions were immediately released back to the customer on 11/21. These funds should already have been credited back to the customers account.  
  
  Since the funds have been returned, there is nothing further we can do regarding these transactions. Additionally, as the orders were flagged for potential fraud by our automated system, we are unable to reinstate them. If the customer would like to attempt purchasing again, we recommend using the same billing and shipping address to help ensure the order is successfully processed.  
  
  We sincerely apologize for any inconvenience caused by this situation. While we strive to ensure a smooth purchase experience, the fraud prevention system is automated to protect all parties and is beyond manual control.  
  
  Please let us know if further clarification or additional documentation is required.  
  
  

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a Theraface on 10/14 through the Therabody website and paid with ******. I did not receive a confirmation or shipping information but the payment was processed and Therabody took my money. On 10/21 I reached out to customer service explaining my situation that money was taken but no shipping information was provided. On 10/21 they respond saying that my transaction was flagged as fraudulent and they refunded my money, with no explanation of why the transaction was flagged - in fact the only fraudulent activity I can identify is Therabody not refunding immediately or reaching out after they flagged it as fraudulent. Why was it that only after I reached out this was processed? Also why wasn't there a resolution given? I'm interested in a purchase not a refund.

  Business response

  11/25/2024

  Hello,

   

  Thank you for reaching out regarding ***** ******** complaint. We appreciate the opportunity to provide clarification on this matter.
  The customer's order was flagged by our fraud prevention system due to a mismatch between the billing and shipping addresses. As a precautionary measure, the system automatically canceled the order. In these cases, our standard process includes automatically releasing the funds and notifying the customer via email.

  
  Unfortunately, in this instance, a glitch occurred that delayed the refund process and notification. We sincerely apologize for this oversight. However, we want to assure you that the order was refunded on October 22 and the funds should now have been returned to the customers account.

  
  Since the order was canceled and the funds refunded, it cannot be reinstated. The customer is welcome to place a new order if they would still like to proceed with their purchase. We deeply regret the inconvenience caused.

  
  Please let us know if there is any further information we can provide to assist in resolving this matter.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order Number: ***************** Order Placed: Aug 7, 2024 Order Total: $4,486.51 Due to a family emergency situation, I had to return the products I purchased from this merchant ( Theragun PRO Plus 6TH GENERATION) Quantity 7. Not to mention, customer service was not available through live chat for a whole week straight when I tried to initiate the return. There was no phone line either for anyone to assist me, so I sent over an email and the return process took over a week just to get a return label. I dropped off the return with the label provided on September 3rd, 2024. 2 weeks later I contacted customer support asking about the status of my return. They said a resolution would be provided in 5-8 business days. I contacted back 2 weeks after that and still said I had to wait for a resolution. It has now been over 5 weeks since I have dropped off my return at ***** and the company is now dodging my emails. With the hurricane making landfall in *******, it has really affected my financials and I have been way too patient waiting for a refund. Horrible customer service, considering the amount of my purchase I'd expect to be treated with some sort of attention and respect.The return tracking number is: ************

• Initial Complaint

  11/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered theragun pro plus and had $509 deducted from my HSA account and $98 from my debit card. I didnt receive an email confirmation so I tried the website. Chat doesnt work so I sent email! The response 2 days later saying it was declined! I sent email with screen shot of the account deduction! They then responded it will **** *-7 days to refund the $. Wait I thought it was declined So now Im out $600+ and am getting no correspondence

  Business response

  11/07/2024

  Thank you for your email regarding the customer complaint.

  
  We have thoroughly reviewed the case, and we would like to clarify the situation. The customer was informed multiple times by our support agents that their order did not process successfully. The charges they were seeing on their account were authorization holds, not actual charges. Our team explained that these holds would be released and refunded within 5-7 business days, depending on their banking institution.

  
  Additionally, our manager personally confirmed with the payment processor that the authorization hold had been reversed. To further ensure the customers satisfaction and experience, we also provided a free attachment for their device.

  
  We understand the customers concern and have done everything within our control to resolve the issue. We hope this clarifies the situation.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩