Complaints

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

close

Find a Location

Theragun has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Theragun

  6100 Wilshire Blvd Los Angeles, CA 90048-5107

• 

  Therabody

  4910 S Merrifield Rd Dallas, TX 75236

• 

  Theragun

  1640 S Sepulveda Blvd Los Angeles, CA 90025-7510

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:01/06/2023

  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 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!

• Initial Complaint

  Date:01/02/2023

  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.

  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..

• Initial Complaint

  Date:12/30/2022

  Type:Customer Service 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.

  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:

  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.

  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:

  UnresolvedMore 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 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?

• Initial Complaint

  Date:12/02/2022

  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 ordered a Theragun Elite along with charging stand and care kit a year ago on November 26, 2021 taking advantage of their Black Friday deal. My original order number is US23888888595898 and the total amount I spent was $441.40. This was a significant financial commitment for me, so much so I couldn't even bring myself to open the box for almost a month - I kept considering returning it for a refund within the 30 day allowed period. I finally opened it a few days before that window closed and decided it was worth it for the relief I felt in my body. About four months later the device started to lose its charge and finally wouldn't take a charge at all. I worked with Therabody customer service over a couple of months and received a replacement device at the end of July 2022. By the beginning of October the device would no longer hold a charge after only two months of regular, careful use. I called and said this was unacceptable and I did not want a replacement - I wanted to give the device back. **************** said they would relay the message to management but I only received the offer of another replacement on November 1, 2022. I have been extremely sick since mid-October due to complications with COVID and don't have the time or energy to continue dealing with an extremely expensive faulty device that I bought to bring me some relief, not create more headaches. Coincidentally, my sister bought me a $35 massage gun last Christmas after I had purchased the Theragun, and guess what? That massage gun hasn't failed yet. There is truly something wrong with the battery in this device and it's not being acknowledged by the Therabody team. A $400 elite level massage gun shouldn't stop working after 3-4 months of use. This is a lot of money for people, including myself. At this point, I don't want another replacement because I don't trust the product. I just want my money back.

  Business Response

  Date: 12/12/2022

  Customer is well outside of our 60 day return policy and would be unable to issue a return for refund due to the age of the order. We would gladly honor a replacement of the current elite, however this is the first we have heard of the replacement failing from the customer.
  
  Please contact us and we will assist with a replacement.

  Customer Answer

  Date: 12/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is totally unacceptable. I understand I am outside the 60 day return window BUT I spent $400 on a device that should last much longer. Two of them have failed me in less than a year. Also, this is not the first time I have reached out regarding the replacement failing - I feel like nobody is actually taking the time to investigate any of this and that's what's most upsetting. I received a return label on 7/12/22 for my first device and I received another return label on 10/31/22 for the second device. I even received a "Therabody Survey - Case #********: Replacement" email on 11/1/22 which would've been prompted by a call about the second device failing to charge. I responded to the email with the label for a second replacement saying I do not accept the replacement at this time due to the obvious issue with the battery. I am happy to send the device, charging station and unopened care kit back for a full refund.
  

  Business Response

  Date: 12/27/2022

  As stated the customer's order is well outside of our 60 day return policy and would be unable to issue a return for refund due to the age of the order. The 60 days is our policy, however if we wanted to accept a return for refund we would be unable to honor it. After 90 days transactions are closed and we are unable to reverse the transaction.
  
  
  We would gladly issue a full replacement as opposed to a warranty kit (just the elite). We would also be happy to have the replacement of her Elite upgraded to the G4 Pro for the experience.
  
  
  Please contact us and we will assist with a replacement for a return and upgrade.

  Customer Answer

  Date: 01/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'll accept this proposed resolution once I receive confirmation of the full terms. I researched the G4 Pro and it does have a different battery mechanism that can be replaced so hopefully will be more sustainable. In addition to the Elite gun, I purchased the charging stand that goes with it - does it work with the Pro model? If not, can I receive a replacement charging stand that does work with the Pro model? Also, can you please provide a case # that I can use when calling in to customer service with these terms fully outlined? To confirm, the terms include replacing my Elite gun with the upgraded G4 Pro gun, as well as replacing my Elite gun charging stand with the Pro gun charging stand. Let me know the best number to call and please provide the requested case # as well. Once I have confirmation of the terms and other requested info, I'll accept the resolution. Thanks.

  Business Response

  Date: 01/28/2023

  Please contact us via email as requested and we will assist with details and device compatibility.

• Initial Complaint

  Date:11/10/2022

  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.

  Hey****. I wanted to bring this matter to your attention. This is completely unacceptable. Not once, not twice, but three times I've experienced the exact same issue of receiving a defective product. I have been using your competitions product (Hyperion Hyperice Hypervolt) for nearly 4 years with no problem whatsoever. I have a lot of chronic pain and am a lifelong athlete with numerous soft tissue ailments. I purchased your product to help alleviate an enormous daily load of chronic pain. I was extremely excited to have your patented triangle shaped handle with better torque to get deeper into muscles. What did I receive? Nothing. Three consecutively defective products with non-working batteries. I was assured to issue with first (2) products was a fluke and Best Buy related. I warned that I was very upset and wanted a guarantee the product would work for the 3rd time purchasing directly from Theragun. ******* offered a 25% discount on top of offering to combine it with a current promotion for a multi-attachment item that allows for a 2 prong attachment. I received this product 2 days ago and opened it yesterday only to find that the batteries are still defective!!! Also I called yesterday before it was even opened because I never received the promised (2 prong attachment) additional attachment piece. I even went so far as to purchase your additional warranty ($100) because I had so little confidence from first two purchases that it would work. I work with professional athletes from the AVP professional volleyball tour and am very connected here in ATL. My family owns a billion dollar business (***************), I own another successful business (*************************), my cousin (*************) is a GA Supreme Court judge, and I have town 20 miles from ATL that's named after my family (Snellville, GA.) My reach to do reputation damage to your company for this experience is not small. I've already left a very nasty review on the BBB, and plan to do so for Yelp,
  

• Initial Complaint

  Date:11/07/2022

  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 a THERAGUN ELITE on October 2, 2020 (Order #****************) and I literally used it 5 times and when I recently had neck pain and decided to charge it it would not take the charge.
  
  When I reached out they responded that it was no longer under warranty.
  
  I spent over $300 on this and I find that really terrible customer service.
  
  I should have read their reviews prior to purchasing.
  
  *********