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Business Profile

Electronics and Technology

Therabody, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronics and Technology.

Complaints

This profile includes complaints for Therabody, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Therabody, Inc has 3 locations, listed below.

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    Customer Complaints Summary

    • 123 total complaints in the last 3 years.
    • 38 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:01/09/2023

      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.
      Email: *********************** Serial number: ********** Order number: ********** I'm having a really difficult time with customer service, both via email and chat.My wife (under email address *********************** and device serial **********, and order **********) emailed a rep named ******************** To make a long story short, my Theragun mini broke for the second time. The first time, I was forced to send it in and be without my Theragun for 2 weeks until I got the replacement. The device broke again and now I'm being asked to do the exact same thing. I let ******** R know that I am not ok with going through this a second time and being without my device for 2 more weeks, as I am an athlete, and this is getting very frustrating. I explained that after spending 250$ and the device breaking twice, I deserve a unit sent to me first this time. I am ok with a temporary hold charge on my credit card. I stated that if she cannot help, I would like to be put in touch with a supervisor/manager. ******** however continues to ignore all my concerns and simply keeps repeating the same thing like a robot: "once your provide tracking we will start your replacement". Therefore, I reached out through the chat service and spoke to *******. However, I was given the exact same robotic responses. I asked to speak to a manager (for the third time now) and was told to wait ***** hours. Obviously, nobody reached out.I am shocked that a company will charge 250$ for a massage gun, claiming it is of such great quality, yet when the device fails already twice, nobody wants to take any responsibility, and all the burden is placed on the consumer. This is unacceptable, and I would like *********** replacement sent to me first.

      Business Response

      Date: 11/04/2025

      Thank you for sharing your experience. Were sorry to hear about the issue and appreciate you giving us the chance to make it right. Our **************** team has reached out directly to assist. If theres anything else you need, please let us know were always happy to help.

    • Initial Complaint

      Date:01/06/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 received a Theragun elite for Christmas, and the unit will not charge. It is now a $300 paperweight, since I do not have a receipt. There is no way to replace the battery. The Company has no phone number for customer service and is only available via chat or email with no means of escalating an issue. This is an out of box failure and I have zero recourse. The *** BBB rating is 100% accurate!

      Business Response

      Date: 11/04/2025

      Were sorry to hear about your experience. We understand your frustration and would be happy to assist you in finding a solution. Please reach out to our customer support team via the email they sent or retuning their call at the number they provided for further assistance. Thank you for taking the time to share your feedback so we may resolve this quickly for you. 

      Customer Answer

      Date: 11/06/2025

       
      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

      Date:01/02/2023

      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.
      Purchased a Theragun (Elite) from Amazon on August 2021..In November of 2022 the battery started showing signs of not holding a charge. It would take 5 hours to charge to 100%, then last about 5 minutes working ..So, basically 15 months later I had a dead massage gun..I've reached out to the company, now called "Thermabody" (that makes me wonder what happened) and "0" response..I understand I'm out of warranty but was hoping to see if I could pay to get the battery replaced..Buyer be aware that from what I've seen the Elite and all massage guns with permanent batteries installed will last around 12 - 15 months.. Hopefully this helps someone trying to decide whether to put $299 down on a massage gun..

      Business Response

      Date: 11/04/2025

      Thank you for sharing your experience. Were sorry to hear about the issue with your Theragun Elite and would appreciate the opportunity to make it right. Our **************** team has reached out to you directly via email (phone number is out of service) to assist. If theres anything more you need in the meantime, please dont hesitate to let us know, were always happy to help.

    • Initial Complaint

      Date:12/30/2022

      Type:Customer Service 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.
      Contacted Therabody on 12/23/22 for support with a malfunctioning Theragun Elite percussion massage unit. The unit will not charge. Received a timely response from Therabody on 12/23/22, requesting photos of the unit, which I provided along with a video confirming the malfunctioning unit. I've received no response nor a resolution to the issue. The same photos attached here are the same that we're sent to the company. I would like the unit replaced as a final resolution.

      Business Response

      Date: 01/04/2023

      Customer contacted us on 12/22/2022 as mentioned. We replied at 1pm on 12/23/2022 requesting more information and proof of purchase. No response was received. We sent a second email on 01/02/2023 requesting follow up and proceeded to close the inquiry later that afternoon. We would like the customer to check their spam/junk mail and/or send a secondary email with the details requested.

    • Initial Complaint

      Date:12/30/2022

      Type:Customer Service 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.
      Contacted Therabody on 12/23/22 for support with a malfunctioning Theragun Elite percussion massage unit. The unit will not charge. Received a timely response from Therabody on 12/23/22, requesting photos of the unit, which I provided along with a video confirming the malfunctioning unit. I've received no response nor a resolution to the issue. The same photos attached here are the same that we're sent to the company. I would like the unit replaced as a final resolution.

      Business Response

      Date: 01/04/2023

      Customer contacted us on 12/22/2022 as mentioned. We replied at 1pm on 12/23/2022 requesting more information and proof of purchase. No response was received. We sent a second email on 01/02/2023 requesting follow up and proceeded to close the inquiry later that afternoon. We would like the customer to check their spam/junk mail and/or send a secondary email with the details requested.

    • Initial Complaint

      Date:12/15/2022

      Type:Product Issues
      Status:
      Resolved
      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 a massage gun from theragun 8 months ago and with minimal use it stopped working. The box and website states the specific massage gun that I bought comes with a 2 year warranty. I have spoken with 2 different reps, one who told the product is discontinued so I'm out of luck and then another who said he would get me an RMA and never followed through. This is a breach of their warranty contract they need to either send me another massage gun that is equal to the one I have no or send me a full refund. This company is very deceptive and can be seen by the countless BBB complaints.

      Business Response

      Date: 01/18/2023

      Customer contacted ********************** support on 12/08/2022 at 4:24 pm via chat and 12/13/2022 at 1:37pm via chat.

      In both instances, it was mentioned that the model the customer purchased had been discontinued and sold by a retailer who may have been holding the product.

      In the first contact, we requested a copy of the receipt via email post chat, email sent on 12/8 at 450pm, customer provided the receipt. Our team began looking into a viable solution. Before one could be suggested, customer initiated second chat.

      Second chat, agent confirmed details and sent a follow up email requesting a breif recording of the issue for our records. That request via email was sent on 12/15 at 10:40pm.

      Since there was no response on the secondary case from the customer, our system auto closed after 48 hours and sent a notification email to the customer.

      We are happy to assist with a replacement. We simply need the final piece of information to assist.

      Customer would simply need to reply to the last email or contact us and reference case# ********.

      Customer Answer

      Date: 01/25/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      That is a lie. I have all emails I sent about their requests for proof of purchase and video and nobody responds. I also emailed numerous times after that asking for a status update and those emails went unanswered.
      See Attachment/File: Screenshot_20230125_155426_Outlook

      Business Response

      Date: 01/30/2023

      We are happy to assist, we simply need a follow up with missing details on case ********.

      Customer Answer

      Date: 02/01/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have sent the info numerous times and never receive a reply! Please tell me how I send the info AGAIN and actually get a response?

    Therabody, Inc is NOT a BBB Accredited Business.

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