Complaints

This profile includes complaints for Theragun's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Theragun

  6100 Wilshire Blvd Los Angeles, CA 90048-5107

• 

  Theragun

  1640 S Sepulveda Blvd Los Angeles, CA 90025-7510

• 

  Therabody

  4910 S Merrifield Rd Dallas, TX 75236

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.

• Initial Complaint

  Date:10/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Theragun Mini from Therabody, and upon first use, the device was dead on arrival (DOA) it did not power on or function at all out of the box. I followed all troubleshooting steps, including charging and checking connections, and then submitted a warranty claim through their official process. I opened the device on 10/05/25. Despite providing clear video and photographic evidence of the defect, along with the serial number and proof that I am the original owner, Therabody denied my warranty claim. They offered no explanation or alternative remedy no replacement, repair, refund, or store credit.I explained that I no longer have the purchase receipt, but I do have substantial evidence showing:The device was never ************* was purchased new and never abused.I contacted them within the expected warranty period.Their refusal to honor their warranty especially for a product that never worked at all is unreasonable and, in my opinion, violates basic consumer protections and their own stated warranty policy.I am seeking a full remedy: replacement of the defective unit.

  Business Response

  Date: 10/13/2025

  Therabody received your initial inquiry on October 5, 2025, and our customer support team promptly began troubleshooting with customer based on the information provided at that time. During this process, customer confirmed that the device was received as a gift and that they were unable to provide proof of purchase or obtain it from the original purchaser. Per our standard warranty policy, valid proof of purchase from an authorized retailer is required to establish warranty eligibility.

  
  As part of our review, our team verified the serial number of the device and confirmed that it was manufactured and originally distributed in late 2021. Without proof of purchase, warranty coverage is based on manufacturing date, which means the warranty period would have expired in late 2022 or early 2023. This information was communicated to customer on October 8, 2025.
  

  Later that evening, customer contacted ********************** again and stated that they were the purchaser of the device and intended to escalate the matter with outside agencies. To ensure your concerns were fully addressed, the Head of **************** personally reviewed the customer's case and reached out to them directly via phone. During that conversation, our warranty policy and the age of the device were explained in full.
  

  Although the device was confirmed to be outside of the warranty period and no valid proof of purchase could be provided, Therabody made a courtesy exception in good faith. As a gesture of customer care and to fully resolve the matter, Therabody offered the customer a complimentary replacement device, which the customer accepted.

  This matter has now been fully resolved with a replacement device issued as a courtesy. Therabody remains committed to customer satisfaction and to upholding fair and transparent warranty practices.

  Customer Answer

  Date: 10/13/2025

   
  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:09/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 was gifted a product of this company by a family member. Right out of the pristine cellophane wrapped box, my Theragun was defective. This item has not been functional for one single second. I emailed support and they said tough luck, too much time has passed. I hope I can save at least one person from transacting with this wildly unethical business.

  Business Response

  Date: 09/30/2025

  On 9/15/2025, the customer contacted ********************** requesting warranty support for a 1st generation Theragun Mini. Our Customer Support team gathered details about the issue, provided troubleshooting steps, and requested proof of purchase in line with Therabodys warranty policy.

  
  The customer shared that the unit was a gift, and appeared to have never been used or charged, likely contributing to the power and charging issues. Since proof of purchase could not be provided, our team reviewed eligibility based on the devices serial number. Records confirmed the unit was manufactured in early 2021, with warranty coverage expiring in 2022.

  On 9/16/2025, we explained the warranty expiration to the customer. The customer expressed dissatisfaction and threatened to post negative reviews.
  

  As a goodwill gesture, on 9/17/2025, Therabody approved an exception, allowing a warranty return outside of coverage. A prepaid return label and documentation were provided. Given that the customer accepted this resolution, it is unclear why they have since submitted a complaint.

  Customer Answer

  Date: 09/30/2025

   
  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:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This is the second Therabody product Ive owned with the exact same issue. Different models, but both failed due to BATTERY problems shortly after the warranty expired.First, my Theragun the BATTERY died almost exactly one year after purchase. When I contacted support, I was told there was nothing they could do because their repair center doesnt replace BATTERIES. The only option? Buy another, of course I was not happy with this and went back and forward with them, finally they agreed to replace it (this should have been agreed since my first call) PLEASE TAKE NOTE ABOUT THE BATTERY ISSUE. NO REPAIR FOR THAT. Now, my Theraface Pro. I spent over $400 on it, and it gave out just over a year later. Same situation. Since theres no phone support anymore, I emailed in, hoping to get it repaired no solution. I was told they DON'T REPLACE BATTERIES and was advised to simply buy a new device for another $****** not asking for a discount. Id be more than willing to pay a reasonable fee say $50 to have the BATTERY replaced. But the fact that this service isnt even offered is incredibly frustrating. Are Therabody products designed to fail shortly after the warranty expires, with no option other than to repurchase?This doesnt reflect the level of quality or customer care Id expect from a brand positioning itself as premium.

  Business Response

  Date: 07/23/2025

  On July 17, 2025, the customer reached out to ********************** regarding charging and power issues with a TheraFace Pro device. After walking through initial troubleshooting steps and verifying purchase information, we confirmed the device had been purchased on December 22, 2022, from *******. As our TheraFace Pro is covered under a 1-year limited warranty, the unit had been out of warranty since December 2023, over 18 months at the time of the inquiry. 

  While we understand the frustration of experiencing issues outside the warranty period, we currently do not offer individual battery replacements or internal repairs due to the complexity of servicing sealed devices safely and effectively. This is common across the consumer electronics industry, especially with devices that involve power components and ***-listed technology.

  That said, we do offer the below solution for customers whose devices are out of warranty:

  Certified Refurbished Devices can be purchased through the Therabody Outlet, customers can purchase certified refurbished units at a significant discount. In this case, a refurbished TheraFace Pro is available starting at $279 + tax, which is comparable to the estimated cost of a full repair when factoring in labor and round-trip shipping. All refurbished units come with a new 1-year limited warranty, offering peace of mind and continued product support.

  We appreciate the customers loyalty and feedback, particularly regarding battery performance. While we cannot change the limitations of the original warranty or repair offerings, we are actively investing in longer-term solutions, including expanded service options.

  We recognize that this may not be the ideal resolution, but we believe the certified refurbished program offers a fair, cost-effective alternative for customers outside of warranty.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23630207
  
  I am rejecting this response because:
  

  I want to be honest Im disappointed with the resolution. I understand the warranty has expired, but offering a $279 refurbished unit as the alternative to a battery replacement feels more like a repurchase than a repair. Especially since the original issue is with a battery a component that typically can be serviced in many other electronics its frustrating that this isnt even an option.
  
  
  This is now my second Therabody device (after my ********************* that has failed shortly after the 1-year warranty expired, both due to battery issues. That pattern really makes it hard to trust the longevity of your products, especially when theres no repair path and the only option is to buy again.
  
  
  Id be willing to pay a reasonable fee for a battery replacement, but $279 is far from that.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/28/2025

  We understand and genuinely regret your disappointment. While this is certainly not the outcome you were hoping for, the device in question is outside of the 1-year limited warranty by more than 18 months from the warranty expiring, and unfortunately, we are not able to accommodate repair requests, including battery replacements, at this time.
  
  We understand the desire for a what seems like a simple battery replacement and recognize that in some electronics this may be a common repair. However, our products, including the TheraFace Pro, are designed with sealed, integrated components during manufacturing. This is both for user safety and to maintain product integrity, especially for ***-cleared devices that involve electrical components used directly on the skin and face.

  The refurbished device offering is not meant to feel like a repurchase, but rather the most cost-effective alternative available given our current capabilities. It provides customers access to a fully tested, certified device with a new ****** warranty, and the cost is on par with what an out-of-warranty repair would be, factoring in labor and round-trip shipping if we were able to offer that service.

  We hear your concern regarding longevity, and your feedback is not taken lightly. In the meantime, our team remains committed to transparency and to doing what we can within the bounds of current policy.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23630207
  
  I am rejecting this response because:
  
  I understand your policy. What I dont understand is how a company that positions itself as a leader in wellness is okay with multiple customers being left with expensive, unusable devices and no path forward but to repurchase. Thats not just inconvenient it feels exploitative.
  You say the refurbished option isnt meant to feel like a repurchase. But when the product fails and the solution is buy another one, no matter how you phrase it, thats exactly what it is.
  Im asking you again to escalate this to someone who can authorize a one-time replacement. Im not looking for handouts Im looking for accountability. Because right now, it feels like Therabody is building its reputation on marketing while quietly leaving customers behind once the warranty expires.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Buyer Beware!!! I purchased leg compression. Sleeves (Gen2) just over two years ago. Used sparingly 2 to 3 times per month (45 minute sessions). A few days ago a yellow triangle appeared on te control unit and the battery wont charge although it shows like its charging. After a few minutes of being on, it auto turns off. Reached out to customer service after jumping through a bunch of hoops, providing all of the detailed information they asked for and get a response back that device is out of warranty and nothing they can do. Therabody wiped all traces of this product from their website and you cant find any details on the web, save for all the negative comments and reviews about their products. Therabody obviously knows life span of their products are between 2 and 3 years at best but doesnt disclose this to customers. I have purchased multiple devices from ********************** but will never buy another product from them again. The worst customer service experience ever and feel completely cheated.

  Business Response

  Date: 07/02/2025

  To clarify, customer first reached out on June 28th, our team worked to provide relevant troubleshooting steps in hopes of resolving the issue without requiring further action. When those efforts didnt work, we requested purchase details to check warranty eligibility. Upon review, the device, purchased in 2022, unfortunately fell outside our standard warranty coverage as of November 2024.
  
  
  We understand that this isnt the resolution the customer was hoping for, especially as a loyal Therabody customer. While we strive to support our community whenever possible, were unable to offer repairs or replacements beyond the warranty period.
  
  
  Regarding product visibility, the RecoveryAir *** 2 was discontinued in mid-2024 as part of our shift toward more advanced, hose-less models. As with most phased-out items, they may no longer appear on our site, but this isnt a reflection of an attempt to hide information, rather a result of ongoing innovation and product lifecycle updates.
  
  

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23545960
  
  I am rejecting this response.  They did not provide any trouble shooting steps and the item was well under 3 years old.  $1,300 and last less than 3 years is unacceptable and I would never have purchased knowing this. 
  

  Shame on you Therabody.  Your company knows full well lifetime of the batteries you put into your devices   I will never purchase another item for your company and will make sure as many people stay away from purchasing as I possible can so they dont have the same experience  

  Eventually youll run out of customers to burn.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought a theragun pro that has lithium batteries. The batteries went bad and no longer hold charge. The company purposely does not sell anymore replacement batteries so that I now have to purchase a new gun solely because one part doesnt work. Otherwise the massage gun functions properly. This is a very cheap tactic and one that creates landfill waste for absolutely no reason.

  Business Response

  Date: 06/05/2025

  Were truly sorry to hear about your experience and understand your frustration. After a thorough search using the name, address, phone number, and email provided, we were unable to locate any prior communication in our system. If youre able to provide a support ticket number or the email address used during your initial outreach, we would be more than happy to review the case in full.

  
  Regarding the Theragun G4 and G5 Pro batteries, these models do indeed have replaceable batteries. While they are currently on backorder and not listed on our website, they are not discontinued. Customers who are out of warranty or who may have misplaced their batteries will be able to purchase replacements as soon as inventory becomes available.

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23398162
  
  I am rejecting this response because: this is not a solution to not being able to use the product. Theres no time estimate even provided. The company should offer at least a free replacement battery for not having them readily available. 
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 06/12/2025

  We are more than happy to review and see if the device in question is within warranty for a complimentary battery or support with guidance on how to be notified for availability, but again, we have had no communication with the customer. All support requests need to be made by contacting us via email or via our contact us page. 

   

  We look forward to direct contact from the customer so that we could review further. 

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought a theragun from therabody that contained a faulty battery. After a year of non-use, the product ceased to work at all. When I requested a replacement or even to pay for my own new battery, I was shuffled around various customer service **** who all read a prepared script about warranties that did not address the product defect.

  Business Response

  Date: 06/03/2025

  After reviewing our records, we see that you first contacted Therabody on May 18, 2025, regarding your Theragun Elite *** 4. In your message, you noted: "I have a Theragun Elite that was used maybe 4 times. I bought it in 2021." Based on this timeline, the device is approximately four years old and has seen very minimal use, averaging about once per year.

  
  As explained in our previous correspondence, the device is unfortunately outside of the warranty period. In addition, the extended lack of use and charging is very likely to have contributed to the battery no longer holding a charge. Lithium-ion batteries require occasional use and regular charging to maintain optimal performance.

  
  At this time, we do not offer repair or battery replacement services for this model. However, we do understand the frustration and would like to offer a path forward. You're welcome to purchase a gently used, refurbished Theragun from our certified Therabody Outlet at a reduced price. These units are inspected and approved for quality and performance.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23366671
  
  I am rejecting this response because: there was no warning on the product that the battery was irreplaceable and an extremely fragile component. The addition of replaceable batteries shows that Therabody knew this was an issue. I am not making an exorbitant demand: I would like to replace my battery (at cost), which would be the best outcome. If therabody cannot replace the battery, as they say, then the right thing would be for therabody to provide a new device, and preferably one that can have the battery replaced. I am not, guaranteed, the only person who did this, and a class action suit regarding warranty breach for merchantability, usability, or anything else would likely be very very easy to initiate. Nobody wants that, least of all therabody who, again, changed their product line in fear of this backlash. Therabody knows this was a mistake and this is just hiding behind anti-consumer company policy. It is horrible, bad faith business.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/11/2025

  Thank you for your continued feedback. We sincerely regret the frustration this has caused, and we want to assure you that your concerns have been heard.

  To clarify, our website includes a product comparison guide that outlines key differences between our devices, including which models feature removable batteries. Our more economical models, such as the one you own, do not include this feature, while our Theragun PRO series does. This design decision is based on the intended use and price point of each device, and not an attempt to withhold functionality.

  While we understand your disappointment, this is not a product defect but rather the result of natural battery degradation over time. Based on your usage, only four times over the course of three years, the battery depleted due to prolonged inactivity and charging, which can affect overall battery health.

  We appreciate your suggestions regarding resolution. However, while we are always evolving our product line based on feedback and innovation, this does not constitute an admission of fault with previous models. As stated, this is not a warranty or merchantability breach, but a matter of device lifecycle and usage.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23366671
  
  I am rejecting this response because: the battery not being removable or replaceable was not advertised and was changed only after this issue arose, presumably with multiple customers. I would like a replacement or I am taking this to small claims court.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Subject: Complaint Against Therabody for ********************* and low quality/unusable ********** Whom It May Concern,I am filing a formal complaint against Therabody (formerly known as Theragun) regarding my recent experience with their customer service.I got a ******************** elite made by Therabody, and it was sealed and wrapped, brand new. Unfortunately, the device never worked, I unwrapped it and opened it, I charged it but there are power issues with the device. There is a failure to turn on for use. I contacted Therabody customer service immediately and followed all their instructions, including providing serial number and videos demonstrating the issue.Despite multiple follow-ups over a couple weeks, I received minimal to no response. On the few occasions when I did hear back, I was given vague information and no clear path toward a resolution. My request for a replacement or repair has not been honored, nor have I been offered a credit, a replacement or any alternative resolution.This level of customer service is unacceptable, particularly for a company that markets itself as premium and trustworthy. I am deeply dissatisfied with both the product's performance and Therabody's failure to care for legitimate customer concerns.I am seeking the following resolution:A credit to use for a replacement or a functional replacement of the defective product.A formal acknowledgment and apology for the delay and lack of communication.A review of Therabody's customer service and warranty handling procedures.I hope the Better Business Bureau can assist in holding Therabody accountable and help bring this matter to a fair resolution.Sincerely,******* **********

  Business Response

  Date: 05/13/2025

  To Whom It May Concern,

  
  We appreciate the opportunity to respond to the concern filed by Ms. ******* ********** regarding her Theragun Elite device.
  

  While we understand and sympathize with the customers frustration, we must clarify that the unit in question was received as a gift and, as such, was not accompanied by any proof of purchase. In cases where a receipt or valid proof of purchase is unavailable, our standard procedure is to verify the products warranty status via the serial number.
  

  Upon doing so, we determined that the unit was originally manufactured in 2020. This was explained to the customer in our communication on April 16, 2025. Based on this serial number verification, the product is outside of our warranty coverage period.
  

  Although the customer may have only recently received or opened the unit, electronic productsespecially those with lithium-ion batteriescan experience natural degradation over time, particularly if stored unused or uncharged for extended periods. A lapse of over four years without charging can significantly impact the devices battery life and functionality. Unfortunately, such conditions fall outside the scope of our warranty policy.
  

  We regret that we are unable to offer a replacement or credit in this case. Nonetheless, we value all customer feedback and will continue to evaluate how we can better support similar situations in the future.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 PowerDot 2.0 Uno from Therabody Canada for $189 ($213.57 after tax) on November 22, 2024. The product is a wireless TENS device that requires the user to re-purchase the pads that stick to the body after ~25 uses of the device as the adhesive degrades. At the time of purchase the replacement pads were sold out, but I assumed that was due to the item being on sale. The out of stock pads were never restocked and have now been completely removed from the Therabody Canada website. Additionally, all of the Powerdot devices were no longer available for sale or featured on the website at all effective the new year. I reached out to the Therabody customer service team and asked, multiple times, if the device and replacement pads had been discontinued or will no longer be sold by Therabody Canada, which is clearly the case. We exchanged multiple emails and the customer service agent dodged my question about the discontinuation over and over. It is apparent that Therabody Canada sold consumers the remaining inventory of their PowerDot devices knowing that theyd be discontinued and rendered useless after 25 uses when the pads, which would never be restocked, needed replacing. This is deceptive and unethical. A quick scan of online posts show that this issue has affected many Canadian PowerDot buyers without Therabody being held to account. I would like to be refunded for my PowerDot 2.0 Uno purchase as I was sold a product under the false pretense that I would be able to use it more than 25 times and purchase replacement pads through the distributor. Thank you,*******

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My device broke after 2 months. It has a one year warranty. It has been very difficult to contact customer service, once an agent responded they asked that i provide a receipt, the serial number, the issue, as well as a video of the problem. I did all of the above and was told that I would receive a response within 48 hours. I did not. I reached out several more times, receiving responses that someone would be in contact with me. I finally received a shipping label to return my device and was told that it could take ***** business days to receive information as to whether they would accept my return. I reached back out to them after 20 days, and was told that "someone" would be in contact with me. Many have contacted them via ******** with the same concerns. It is clear that Therabody is making it extremely difficult to receive help and is making customers jump through hoops to receive a refund/replacement - for very expensive items.

• Initial Complaint

  Date:03/25/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am an authorized re-seller of therabody (theragun) products and recently sold (re-sold) 2 TG Elite units to a customer. Both units were brand new, unopened and as such, their warranty period had not begun yet. Both units did not work when the customer opened them and ********************** refused to warranty them since I (the authorized dealer) purchased them over a year ago. Therabody indicated that the warranty period began when they were delivered to me. All i wanted was these units swapped for new ones so I could satisfy my customers order.