Business Profile

Electronics and Technology

Theragun

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronics and Technology.

Complaints

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

Customer Complaints Summary

128 total complaints in the last 3 years.
37 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.

Initial Complaint
Date:10/30/2024
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.
- Ordered a G5 Elite Theragun - $349.52 - Returned it within 30 days in like-new condition - No refund received - Contacted Therabody. They said return was accepted and refund was issued on August 21st. They said there's nothing they can do, and told me to contact my bank - No sign of refund on original method of payment. Contacted *************** to confirm that there was no refund provided. Submitted a transaction dispute and awaiting response.
Business Response
Date: 11/04/2024
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience the customer experienced regarding their refund.
We have escalated their complaint to our technical team and confirmed that there was an error with the refund processing. We have resolved this issue and have pushed the refund through. An email has been sent to the customer with all the transaction details.
The customer should expect to see the funds in their account within 5-7 business days, depending on their banking institution.
We appreciate your assistance in resolving this matter and are committed to ensuring a positive experience for our customers.
Initial Complaint
Date:09/27/2024
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.
I ordered a product on 8/28/24 Order number *****************.The tracking number 1Z90X1520343851395 states it arrives in a facility in ******** 8/31/24. On 9/9/24 the tracking states "All merchandise was not recoverable and was discarded". On the same day I received an email from Therabody that my purchase was delivered (it was not). The phone number on the website is out of order. I am not getting a response from the Live Chat. The support email does not look like an official email: **********************************
Business Response
Date: 09/30/2024
Dear BBB Representative,

We appreciate the opportunity to address the complaint regarding the order placed on August 28, 2024.
The tracking number provided indicates that the package was marked as undeliverable after arriving at a facility in Portland on August 31, 2024. We understand the confusion this may have caused, especially with the subsequent email stating that the purchase was delivered.
Please note that we do not have a customer support phone number. Our Live Chat is available Monday to Friday from 8 AM to 5 PM PST. Email responses can take up to 72 hours, depending on inquiry volume.

According to our records, the customer was assisted and a replacement was shipped and confirmed as delivered on 9/20/24. We encourage the customer to reach out again if there are any lingering issues.

Thank you for your understanding.
Initial Complaint
Date:09/27/2024
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.
Theragun has been spamming me with advertisement texts. There is no way to unsubscribe from these texts, as they use a new number every day. I'm getting on average 5+ texts a week, each from a different number from Theragun. I block a number as I get the text, but then they keep switching to new numbers. There is not an option to unsubscribe through text message or on their website.
Business Response
Date: 10/09/2024
Thank you for bringing this customer complaint to our attention. We take customer feedback seriously and appreciate the opportunity to address this issue.
We understand the concern regarding the unsolicited advertisement texts. However, we would like to clarify that Therabody operates with a single official number for sending marketing messages. Customers should not be receiving texts from multiple numbers, as we do not utilize different numbers for communications.
To stop receiving text messages, customers can simply reply with "STOP" to our official number. Additionally, they can contact our customer support team directly to request removal from marketing communications. It appears that the customer may not have taken these steps to unsubscribe.
We encourage all customers to reach out if they have concerns or need assistance with managing their communication preferences. We are committed to ensuring a positive experience for all our customers.
Thank you for your understanding.
Initial Complaint
Date:09/05/2024
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 purchased a Theragun Pro (4th Gen) in July of 2021. Unfortunately, during my move, I misplaced my spare battery and charger, so I now have a defunct device that is a useless paperweight. I scoured Therabody's webpage, but there is no solution as they do not sell spare parts and the only potential "wireless charger" (which isn't even clear if it would work with my device) is not even in stock. I reached out to support and their only response was "we don't sell replacement chargers or parts," which seems insane because, as I've already said, I'm stuck with a $500+ huge paperweight that is utterly useless. I have no issues PAYING for a replacement, but I need the option to do so. It's not like they don't have any more spare parts- they still SELL packages of the same model that I've purchased on their website! The support staff simply says, "we can offer a discount code for a new product," but why would I spend MORE money on a company that can't support it's products that are barely 3 years old? Just so I can go through this again in 2-3 years when they decide they're not going to support the product any longer? This is asinine. Give customers the OPTION to pay for replacement parts that are REQUIRED for your products to function.
Business Response
Date: 09/05/2024
Hello BBB Representative,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by **** ***.
Unfortunately, we do not have chargers available for replacement or sale. Additionally the customers device is out of warranty, which limits our ability to provide a replacement device or parts.

However, to assist the customer despite the warranty expiration, we have provided them with a 40% discount code that can be used on any of our new or refurbished devices and accessories, including chargers, should they become available.
This code was offered as a gesture of goodwill to help offset the inconvenience. While we understand **** ***** frustration, we have done our due diligence in trying to make the situation right by offering this alternative.
We apologize for any inconvenience caused and thank the BBB for their time in reviewing our response.

Customer Answer
Date: 09/27/2024

Complaint: 22197022

I am rejecting this response because: Therabody's business practices are absurd. It's crazy that they sell products that require proprietary charging devices, yet do not offer any replacement options (including PAID options, which is what I'm asking for), making their devices completely useless and obsolete. It's a cash grab designed to force end users to purchase a brand new device. Will never purchase another product from this business and will strongly others to follow suit.

Sincerely,

**** ***
Business Response
Date: 10/02/2024
Hello BBB Representative,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by **** ***.

Unfortunately, we do not have chargers available for replacement or sale. Additionally the customers device is out of warranty, which limits our ability to provide a replacement device or parts.

However, to assist the customer despite the warranty expiration, we have provided them with a 40% discount code that can be used on any of our new or refurbished devices and accessories, including chargers, should they become available.
This code was offered as a gesture of goodwill to help offset the inconvenience. While we understand **** ***** frustration, we have done our due diligence in trying to make the situation right by offering this alternative.

We apologize for any inconvenience caused and thank the BBB for their time in reviewing our response.
Customer Answer
Date: 10/30/2024

Complaint: 22197022

I am rejecting this response because: Not going to mark this copy/paste response that is essentially identical from the first response as satisfactory.

Sincerely,

**** ***
Initial Complaint
Date:08/30/2024
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.
Hello on 8/21/24 I bought a advertised massag gub for for 299 originally priced 399 with also a free gift included. At checkout these prices were all changed. I reached out with no response their live chat doesnt work all though posted times are within frame. The resolution Im looking for is to get the price i carted. I dont know if cpa or ect help but i do have screen shots of price with time stamps if needed the ***** card test order is with out my 10 percent code I was granted but reflected on my order essentially the gun got marked up 100 dollars
Business Response
Date: 09/03/2024
Dear BBB Representative and ****** *******,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by ****** regarding their recent purchase.

****** reached out to us regarding the price discrepancy of their device, which was on sale with a promotion that included a free charger. Upon review, it was explained to the customer that the 10% discount code they applied to their order invalidated the promotion. As stated in our terms, additional discount codes cannot be applied to items already on sale or products that come with a gift with purchase.

The customer was also informed that we do not offer price adjustments. To receive the sale price and the free charger, the device would need to be returned and repurchased at the sale price without applying additional discounts.

If ****** would like to proceed with this option, we would be happy to assist with a prepaid return label for their device. However, if they choose to keep the device, we regret that no further adjustments can be made, as they did receive the 10% discount at checkout.

We apologize for any confusion this may have caused and appreciate the customers understanding. Should they need further assistance, we are here to help in any way we can.

Thank you for your time and consideration.
Initial Complaint
Date:07/26/2024
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 received a completely non-functioning device and contacted customer service right away. I received only one response with an RMA and return label. I sent back the completely defective with the slips and label provided to **** contacted customer service on 6/21, 6/22, 6/23, 7/4, 7/9 and 7/11 and received no responses. I tracked the return to Fed Ex and it was received and signed for on 7/2. I received no other responses to my inquiries via email or on the website. I was told I would be sent a new devise. I want a refund or some sort of communication. The numbers are out of order.This is uncalled for.
Business Response
Date: 07/29/2024
We sincerely apologize for any inconvenience you experienced with the defective device the customer received. We understand how frustrating this situation can be and regret the delay in our communication.

According to our records, we received the returned device and processed a replacement. The replacement device was shipped, and it appears that it has been delivered.

We hope this resolves the issue to your satisfaction.

Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.
Initial Complaint
Date:07/05/2024
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.
Date of transaction: 6/29/24 Order: ***************** Item was delivered to me 7/3/24, missing one of the items in the package, the theragun sense. I received the theragun relief though. Contacted customer service to inform them, sent the needed pictures, and after 30+ mins of chatting, they said I have to wait 2 days for a response, and it is not guaranteed that I would even receive a refund. These items were supposed to be gifts, and now thanks to lazy shipping, I won't be able to gift them on time. I have to go out in store to purchase. Disappointing.
Business Response
Date: 07/18/2024
Thank you for bringing ********* complaint to our attention. We appreciate the opportunity to address their concerns.
According to our records the customer was already provided the option of a replacement or a refund on 7/15/24 and a refund was processed per the customers request. Refunds take 3-10 business days to process depending on the banking institution. If it has been over ********************************************************************** their account they'll have to reach out to their bank for further assistant.

Best regards.
Initial Complaint
Date:07/02/2024
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.
Multiple instances of false advertising and neglectful customer resolution. This company sends multiple ads out and will not honor the claims in these ads. They also do not provide customer service resolution to stand behind their warranties or claims.
Business Response
Date: 07/15/2024
Thank you for bringing this matter to our attention. We appreciate the opportunity to address ********************* complaint. We are unaware of the specifics of this complaint as we honor all promotions until their respective end dates. If this issue is related to an order, it appears there was a technical issue that caused the customers order to not be captured correctly, resulting in the order being canceled and the customer receiving a refund. At this time, there is nothing further we can do on our end, as the customer has already been refunded.

Thank you for your understanding. If there are any additional questions or concerns, please let us know.
Initial Complaint
Date:06/27/2024
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 purchased a Theraface Mask on May 1, 2024 with delivery on May 4, 2024. I purchased this device with the understanding that there is a 60 day at home trial and product can be returned within the 60 day period. This 60 day at home trial is listed on Therabody's website, the page linked below is still active as of 6/25/2024. However, when I submitted my request for return on 6/24/2024 (within the 60 day period) I was told by customer service that the 60 day at home trial is no longer active as of 4/1/2024. There is no where on the 60 day at home trial page that states this and it clearly lists the Theraface Mask as one of the items that fall under this trial. I would like Therabody to give me a refund on this product per their posted 60 day trial policy.*******************************************************************
Business Response
Date: 07/01/2024
Hello,
Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the situation regarding the customer's return request.
The customer referenced an outdated return policy that was updated on April 1st, 2024. Our previous 60-day return policy was revised to a 30-day return policy, which is clearly stated on our website and in our FAQ section. The link the customer provided points to an old policy that is no longer valid.
While the customer was indeed well past the ****** return window, we strive to ensure customer satisfaction and have provided a one-time exception to allow the return of their device. This exception was communicated to the customer, and the issue has been resolved to their satisfaction.

Thank you for your understanding. If there are any further questions or concerns, please feel free to reach out.
Customer Answer
Date: 07/16/2024

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.

Sincerely,

*****************
Initial Complaint
Date:06/14/2024
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.
On Friday June 7th I signed up to receive text messages from Therabody to receive a 10% discount off my first purchase. Upon clicking on the link to go and use my code, the page immediately displays all their Theragun Pro devices in which I was interested. Upon trying to check out of my Theragun Pro 6th generation order, my promo code was declined. I checked the promo codes disclaimer page and it only excluded certain Theragun models, included product RED and 5th generation devices. It did not exclude the 6th generation in which I was interested. I feel this company misled me with deceptive promotions by sending a link to the Theragun Pro devices by using 10% promo code that they never intended to honor. This is especially egregious given the disclaimer doesnt exclude the item in question. I would like the company to honor this promotional code and to clarify their disclaimer by stating that all editions of their Theragun Pro are excluded so they stop misleading future customers. I have attached supporting documentation.
Business Response
Date: 06/21/2024
Thank you for bringing ********'s complaint to our attention. We appreciate the opportunity to address their concerns.

We apologize for any confusion and inconvenience caused by the inability to use the 10% off promo code on a newly released device. Unfortunately, all newly released products are excluded from any promotions and discounts unless stated otherwise. This exclusion policy is in place due to high demand and to ensure that we can continue to offer the highest quality products and innovations to our customers.

However, the 10% off promo code can be used for any other devices available on our website. We understand that this may not be the resolution ******** was hoping for, and we sincerely apologize for any frustration this may have caused.

Once again, we apologize for the inconvenience and appreciate your understanding. If there are any further questions or additional information needed, please let us know.

Best regards.

Customer Answer
Date: 07/12/2024

Complaint: 21848538

I am rejecting this response because:

The promotional disclaimer I included in the original quote has a list of excluded models, not an inclusive list as suggested in the response. The disclaimer failed to mention the model I attempted to purchase. Perhaps they meant to be more broad in their disclaimer or someone forgot to add the new model to the excluded list. That should not be my problem.
The business cannot expect to mislead customers and then correct their mistake when caught. The business is responsible for keeping their disclaimers up to date and following advertising rules. They clearly made a misstep here. They can correct their disclaimer going forward, but in the meantime I ask the business honor their misleading promotional offer in my case.
I would rather resolve this quickly and easily than take further action which would include reporting the violation to the FL AG office and FTC ****** of ******** Protection whose investigations may broaden the scope beyond just my one complaint.
Sincerely,

***************************
Business Response
Date: 07/18/2024
Thank you for bringing ********'s complaint to our attention. We appreciate the opportunity to address their concerns.

As previously stated all newly released products are excluded from any promotions and discounts unless stated otherwise. This exclusion policy is in place due to high demand and to ensure that we can continue to offer the highest quality products and innovations to our customers.

However, the 10% off promo code can be used for any other devices available on our website. We understand that this may not be the resolution ******** was hoping for, and we sincerely apologize for any frustration this may have caused.

Once again, we apologize for the inconvenience and appreciate your understanding. If there are any further questions or additional information needed, please let us know.

Best regards.
Customer Answer
Date: 08/05/2024

Complaint: 21848538

I am rejecting this response because:

This is a matter of consumer protection laws. I will obviously not get a resolution from a company that doesnt follow the law. Therefore I will take further action through official channels. This case can be closed as unsatisfactory.
Sincerely,

***************************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Complaints

Find a Location

Theragun

Therabody

Theragun

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Business Response

Customer Answer

Theragun is NOT a BBB Accredited Business.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Theragun is NOT a BBB Accredited Business.