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:12/17/2024

  Type:Product 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 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

  Date: 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

  Date:12/17/2024

  Type:Billing 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.

  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

  Date: 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

  Date:12/17/2024

  Type:Delivery 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.

  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

  Date: 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

  Date:12/08/2024

  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 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

  Date: 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

  Date:11/12/2024

  Type:Product 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 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

  Date: 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

  Date:11/12/2024

  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.

  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

  Date:11/06/2024

  Type:Delivery 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.

  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

  Date: 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.

• Initial Complaint

  Date:11/06/2024

  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 massage gun and returned it within the return period. I was told on September 28, 2024 that my full refund of $316.84 will be refunded within 5-7 business days. We are now into double digits and no refund. I have emailed back and forth many times and was told that they escalated the issue on October 7, 2024 and to allow ***** hours for a response to the investigation. Its been well over that as of this complaint

  Business Response

  Date: 11/07/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience this has caused the customer.
  Upon reviewing the situation, it appears there was an issue with the initial processing of the refund with our payment processor. However, we were able to resolve the issue and worked directly with the processor to ensure the refund was successfully completed. The customers purchase was refunded on 10/21/24.
  We understand the frustration this delay may have caused and appreciate the customers patience as we worked to resolve the matter.
  If you need any further information or clarification, please don't hesitate to contact us.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22414170
  
  I am rejecting this response due to the insufficient communication throughout this process. It has come to my attention, based on feedback from other users, that a lack of communication from Theragun is a recurring issue. Waiting a month for a refund is unacceptable. Your company must improve both its communication practices and its approach to compensating customers when their funds are held for an extended period, as this causes significant inconvenience and frustration.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/17/2024

  Dear ********* K,
  Thank you for reaching out regarding ***** Mccabes concern about their refund. We completely understand the customers frustration with the delay and sincerely regret any inconvenience caused.
  While we strive to ensure refunds are processed within the stated timeframe, we unfortunately encountered an issue beyond our control with our payment processor. As soon as the customer informed us that the refund had not been processed successfully, we immediately escalated the matter to our payment processor and worked directly with them to ensure the funds were released as quickly as possible.
  We acknowledge that this took longer than anticipated, and we are truly sorry for the delay. Throughout this process, our agents remained in communication with the customer, providing updates and assistance as we worked to resolve the issue.
  We appreciate the customers patience, and we are happy to confirm that the refund has now been processed successfully. While unforeseen issues like this can arise, our team did their best to address the situation promptly and assist the customer. That said, we recognize that this experience fell short of expectations, and we take full responsibility.
  Thank you again for allowing us the opportunity to address this matter. Please let us know if theres anything further you need from us.

• Initial Complaint

  Date:11/01/2024

  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 on 9/24/24 for a gift. After delivery, I discovered it was a duplicate and began the process of initiating a return. The item is unopened. In my initial communication, I provided the reason and order number. In response, they requested additional information on the reason for the return, my contact information (despite communication coming from the email the order was placed thru), and a serial number. They would not initiate a return with the order number. The item was unused and unopened, and I did not want to open it and risk them refusing a return for that reason. I replied I was unable to provide a serial number and again provided the order number. They responded they must have a serial number and that I could also locate it on the box. The box contains 6 different numbers, none of which are identified as serial numbers. I sent a picture and have not yet heard back. I am concerned that all this unnecessary back and forth and multiple requests for additional information just to begin the return process is going to push this return past the 30-day return window (which I surmise is their goal). I would just like to return the unopened and unused purchase and be given a refund. Theyre website spells out their return policy, with no mention of all these additional requirements.

  Business Response

  Date: 11/04/2024

  Hello,

  Thank you for reaching out regarding the complaint filed by *****. We appreciate the opportunity to clarify the situation.

  
  The customer is correct that we require a serial number to process returns. However, upon reviewing the documentation, it appears that the photo they provided did include the serial number. Once we received this information, we promptly issued a return label within 24 hours on 10/1/24.

  
  We apologize for any confusion this may have caused. If you need any further details or have additional questions, please feel free to contact us.

  
  Thank you for your assistance.

  Customer Answer

  Date: 11/18/2024

   
  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. However, it does not change the fact that this business makes returns/exchanges unnecessarily difficult for the consumer, without disclosing this at the time of purchase. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/01/2024

  Type:Product 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.

  Complaint: I purchased the Theragun Elite, and just after one year of use, the device stopped working. Specifically, the battery wont charge, rendering the device completely unusable. Upon researching the issue, I discovered that many other customers have reported the exact same problem. It appears that Theragun has not only failed to address this widespread issue but also refuses to provide replacement batteries, forcing customers to pay for costly purchase of a new device.This seems to be a deliberate strategy, similar to what ***** has been accused of in the pastusing defective batteries to compel customers to buy new products rather than providing a fair and simple solution. I attempted to contact Theraguns customer support, but the response was a generic and unhelpful message that did not address the core issue.I believe this is unethical business practice, and Theragun should be held accountable for profiting off defective products while neglecting customer concerns. I am seeking a resolution through a battery replacement or a full refund and believe the Better Business Bureau should investigate these recurring complaints.Desired Resolution:I request either a replacement battery for my Theragun Elite or a full refund for the device. Additionally, I would like Theragun to publicly address this widespread issue and commit to providing better customer support and transparency.

  Business Response

  Date: 11/04/2024

  Thank you for reaching out regarding the customer complaint about their device that is no longer charging. We sincerely apologize for the inconvenience this has caused the customer. However, after reviewing their correspondence, we confirmed that the device was purchased in 2021 and is no longer within our one-year warranty period. As a result, we are unable to offer a replacement, repair, or a refund. We appreciate your understanding.