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Business Profile

Exercise Equipment

Hyperice

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Equipment.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/17/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi,I have been a hypervolt customer for years and more recently a very happy hyperice x customer for about 18 months. Recently however, I keep getting "error code: 2" whenever I try to use my hyperice x on any cold setting. I have chronic knee pain and this product has helped me maintain an active lifestyle and perform day to day activities. This poducet was purchased in the ** while I was there for work, but I now live in ******. I spoke to Hyperice ****** but they were unable to support me in trying to find a resolution. I love these products and they have been a crucial part of my workouts and lifestyle. I would appreciate some help in this matter as I am devastated to not be able to use my hyperice x to the capacity that I was until now.Thanks!

    Business Response

    Date: 01/18/2023

    Hi ****, 

    Thank you for reaching out and your loyalty to Hyperice! We are sorry about that Hyperice X and look forward to getting you back up and running asap. Our Hypercare customer experience team has reached out to you directly to get this issue resolved so please check your email to proceed. Let us know if you have any additional questions or concerns and we will be happy to assist. 

    Best regards, 

  • Initial Complaint

    Date:01/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased the hyperice x for my knees on 9/30/22 and i loves it from the minute i put it on, i took care of it, i live in a smoke free home and kept it clean. It stopped working 12/31/22 out of no where . It charges and turns on and 5 seconds later a message pops up on the app that says " we detected a problem on this device, if error persist please contact customer support Error :2 " Please i had such high hopes for hyperice, i would hate to leave a negative review.How can we fix this problem Hyperice?

    Business Response

    Date: 01/06/2023

    Hi *****,

    Thank you for letting us know about your Hyperice X, we are taking care of this for you right away! Upon reviewing your case with our customer support Hypercare team we have went ahead and provided you with a solution to get your device back up and running. Feel free to reach out with any further questions or concerns and we will be happy to assist you. 

     

    Best regards, 

  • Initial Complaint

    Date:11/03/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello,I purchased three Hyperice devices in April and may of 2020. The first unit was purchased April 16th, 2020 @ 7:57 AM for $600.00. This item was part of a set. The second item was purchased May 6th, 2020 @ 8:10AM for $249.00. The third item was purchased on May 9th, 2020 (time unknown) for $359.00. Total spent on companies products $1,208.00. The issue I am having is with the Venom line. I have one Venom Leg and Two Venom Back heating/ vibration devices. The devices are currently not operational. I have all three. The company (hyperice) has repaired the products on several warranty requests. The units are now faulty again and was not operating upon return from previous warranty repair. The company is now requesting that I pay $75.00 per each device to have the warranty extended and have the unit repaired. I have the emails and can provide upon request. According to the businesses websites, the company was committed to providing the following: The Venom line enhances ******************* of a heating pad with compression and vibration. This therapeutic combination creates a heated massage that alleviates sore muscles and relaxes stiff joints, helps to support range of motion, and melts away tension, aches, and pains. Ideal for warmup and recovery, the combination of thermal and vibration is unparalleled. This has not been the case. I have had to stand in line at the post office to mail back the devices on several occasions. The issue with the units is that they either don't work at all or they work for 1-2 minutes. In the first two months of owning these devices they worked well. Now they do not work at all even after several returns on warranty requests and now requests that I pay more money to repair something that doesn't work after repairs. The company has released a version 2 of the venom product line providing the same commitments as the first. I would like to have my products exchanged for version 2.

    Business Response

    Date: 11/08/2022

    Hi ******, 

    Thank you for reaching out, we are so sorry to hear you are having issues with your Veoms! This is not the experience we wanted you to have and we will be sure to make this right for you right away. Please note that we do have a 1 year warranty policy for all of our products, which is stated on our website here https://hyperice.zendesk.com/hc/en-us/articles/360035138853-Hyperice-Warranty-Information. We have sent a follow up email with a solution to get your devices back up and running for you. We have also given some upgrade options if interested. Thank you for your patience while we get this issue resolved for you. 


    With kind regards, 

  • Initial Complaint

    Date:10/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hypervolt M2 was purchased in Jun 2020 for over $300 with very light use and was unable to turn on as I noticed earlier this year. Reached out to the ***************** and was asking for additional cost $99 to repair, which does not make any sense.

    Business Response

    Date: 10/14/2022

    Hi ******, 

    Thank you for reaching out, we are so sorry to hear you are having issues with your unit! Please note that we do have a 1 year warranty policy for all of our products, which is stated on our website here https://hyperice.zendesk.com/hc/en-us/articles/360035138853-Hyperice-Warranty-Information. If you reach back out to our CX team, we'd be happy to see if there is anything else we can do to help with the fee to get you back up and running. 

    With kind regards, 

    Customer Answer

    Date: 10/14/2022

    Hi, 

     

    I would like to know the other options as the fee is so high. 

    Business Response

    Date: 10/18/2022

    Hi there, 

    Thank you for your response. Please check your email for more information from ****************************************** to resolve this issue. We look forward to getting you back up and running. 

     

    Best regards, 

Hyperice is NOT a BBB Accredited Business.

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