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

• 

  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:06/07/2024

  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.

  We purchased a Theragun Elite about 3 or 4 years ago. We know the unit is out of warranty. The battery will not charge. I contacted their support and found out they do not repair the units. Their response was absolutely ridiculous. See below:Thank you for taking the time to contact us! I'm sorry to hear that your Theragun Elite battery is no longer functioning correctly and that we cannot offer you a replacement battery. I will be happy to assist you in this matter. We sincerely apologize for the inconvenience caused by the inability to provide you with a replacement battery for your Theragun Elite. This limitation is due to logistical challenges, supply chain constraints, and limited production capabilities. We understand the importance of having a functioning device and regret any inconveniences this may have caused you.Your satisfaction is of the utmost importance to us. We would like to assure you that our primary objective is to offer products designed for longevity and durability. We are committed to providing our customers with high-quality devices that are built to last, ensuring a satisfactory and long-lasting user experience.Please rest assured that if your device were within the warranty period, we would be more than happy to provide you with a replacement for the entire device.Your feedback is highly valued, and we are committed to continuous improvement based on customer insights. Thank you for bringing this matter to our attention. This case will be forwarded to our specialized team for further analysis.Again, thank you for contacting us and please be sure to reach back out with any further questions. I hope you have an excellent day!I am wiling to pay for a repair or get a replacement battery and fix it myself (with proper repair instructions) but that is not possible. So now i have a $400 paperweight.

  Business Response

  Date: 06/11/2024

  We appreciate the opportunity to address your issue with the Theragun Elite device.
  
  We understand ******'s frustration and apologize for any inconvenience caused. According to our records, the Theragun Elite device was purchased device 3 to 4 years ago. Our warranty policy covers devices for one year, meaning the device is well past the warranty period.
  
  Unfortunately, we do not offer repair services for our devices, and the ******************** Elite contains a battery that is not replaceable. As a result, we are unable to assist with a refund or replacement since the device is no longer under warranty.
  
  However, to help mitigate the inconvenience and since we are unable to offer a traditional repair, ****** was provided you with a 40% discount code. This code can be used on any of our new or refurbished devices available online.

  If there are any further questions, please feel free to reach out.
  
  

  
  

  Customer Answer

  Date: 06/14/2024

   
  Better Business Bureau:
  I had contacted Theragun weeks ago via social media which resulted in their customer service reaching out directly. They were very courteous and provided the same resolution as stated here. While i think the reason they cannot repair a product is poor, i accept their resolution 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/29/2024

  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 defective product. I returned the product using the provided ***** return label. The package was lost by *****. Meanwhile I have been unable to get either a replacement or a refund. At this point, I would just prefer a refund. It's been about three weeks and I am tired of waiting.

  Business Response

  Date: 05/01/2024

  I hope this message finds you well. I am writing in response to the complaint filed by ************************* regarding the loss of their return by *****.
  
  First and foremost, I want to extend our sincerest apologies to ******************** for any inconvenience caused by the loss of their return package. We understand how frustrating and disruptive this situation can be, and we truly appreciate his patience and understanding throughout this process.
  
  While we strive to provide the best possible service to our customers, unfortunately, we have no control over the actions of third-party couriers once the package is in their possession. However, upon receiving notification of the lost package, our team immediately initiated the necessary steps to address the issue.
  
  Our standard procedure for lost packages involves filing a claim with the courier and awaiting resolution before proceeding with further action. In ************************ case, I am pleased to inform you that the process was expedited, and our team reached out to the retail location to have the refund processed on April 19th.
  
  We are pleased to confirm that the issue has been successfully resolved, and ******************** should expect to receive his refund accordingly. If ******************** has any further concerns or requires additional assistance, we encourage him to reach out to our customer service team, who will be more than happy to assist him further.
  
  Once again, we apologize for any inconvenience experienced by ********************, and we thank the BBB for their attention to this matter.

• Initial Complaint

  Date:04/19/2024

  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.

  Order was placed on February 19th for a Theragun Prime, which was a birthday gift for my husband. The product was used for 2 weeks and then stopped working, so I contacted the company on March 25th to ask about a refund or a replacement. I was told that since I purchased my product directly from them, that the product was under warranty and could be replaced. I was provided a shipping label and told to send the defective product back to them at no charge. The product was delivered on April 1st, and after following up with the company to see if a replacement would be shipped soon I was told that the warehouse had not received the product yet. I am left without a product I paid for and without a lot of money put towards the product, and no resolution was reached. Ideally, Id like a refund although when I asked if I could have that I was told we have to wait for the warehouse to receive the product that is shown as delivered for a week now on my end!

  Business Response

  Date: 04/22/2024

  Dear *********,
  
  I hope this email finds you well. I am writing in response to the BBB complaint filed by ************************************* regarding their return and the delay in receiving a replacement. First and foremost, we want to apologize for any inconvenience experienced by the customer. Our records indicate that the return was marked as delivered on April 1st; however, this does not necessarily mean it has been received by our warehouse. We have a specific process in place to check all returns and ensure they have been received. We understand the frustration this delay may cause, and we are actively working to expedite the process. In this case, our team has already provided a replacement for the customer on April 8th. We are committed to ensuring customer satisfaction and would like to apologize for any inconvenience experienced by the customer. Please do not hesitate to contact us if you require any further information or assistance regarding this matter.
  
  Thank you for your attention to this issue.
  
  

  Customer Answer

  Date: 05/17/2024

   
  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:04/19/2024

  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 theraface pro while they had a promotion running that included two additional attachments. I used a discount code for being a medical worker and placed my order. Once I received it, I noticed that the two additional attachments were not included. I reached out to customer support and they said it is because I used the medical worker discount. I was not notified during the purchasing process that I wouldnt get the attachments if I used the medical discount. It is also very disappointing to give a discount as a way to thank a group of workers, then do something like this.

  Business Response

  Date: 04/22/2024

  Hello *********,

  I hope this message finds you well. I am writing in response to the BBB complaint filed by ***** regarding their recent order.
  
  We have investigated the matter and would like to provide clarification. The customer placed an order with a discount code, which unfortunately excludes the free gift. This condition is explicitly stated in our terms and conditions, where it's outlined that promotions cannot be applied to the purchase of a free item.
  
  While we understand that this may be disappointing to the customer, our records show that our team did reach out to the customer and provide them with a return label to return their device for a full refund.
  
  We are committed to ensuring customer satisfaction and would like to apologize for any inconvenience experienced by the customer. Please do not hesitate to contact us if you require any further information or assistance regarding this matter.
  
  Thank you for your attention to this issue.
  
  Warm regards!

   

• Initial Complaint

  Date:04/16/2024

  Type:Delivery 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 purchase the TheraAir compression boots from Therabody. They were shipped on 3/7/24 and were supposed to be delivered on 3/9/24. They have not moved or updated the tracking since 3/8/24, clearly indicating an issue and that the package has been lost. I reached out to the business on Monday, they didn't get back to me until Tuesday and just told me my package was delayed and would be delivered soon. I expressed further concern and asked given the level of need (the purchase is for an urgent health issue, not for leisure, and am counting on its delivery) for this to be prioritized. They finally replied today indicating that the package is not deemed lost yet and they won't provide any assistance in ensuring my package gets delivered or has not been lost or damaged in transit. This is a $1,000 purchase and should be handled with care.Additionally, the website displays the phone number ************** as a support line, which is a disconnected number. They provide no assistance nor do they guarantee the delivery of your packages. This is an URGENT health need, which is growing increasingly worse with each passing day and I need assistance just getting what was promised to me 5 days ago at this point.

  Business Response

  Date: 04/29/2024

  Upon reviewing the complaint filed by ****, it appears that the delay and potential loss of their order were due to circumstances beyond our control, as it was in the hands of the courier. While we understand the frustration that can arise from such situations, we want to assure you that we take these matters seriously and strive to assist our customers in any way we can. In this particular case, it seems that the order was indeed lost by the courier, prompting us to take action. A replacement order was promptly shipped out on March 20th and successfully delivered on March 23rd. Additionally, as a gesture of goodwill for the inconvenience caused, we provided the customer with a 10% refund on their order. We sincerely apologize for any inconvenience or frustration experienced by the customer throughout this process. We always aim to provide the best possible service to our customers, and we regret that this was not the case on this occasion. If there are any further questions or concerns regarding this matter, please do not hesitate to contact us. We appreciate your attention to this issue and thank you for your assistance in resolving it.

   

  Thank you!

  Customer Answer

  Date: 05/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and it took far too long for them to resolve or do anything that was satisfactory to resolve the issue of the lost package.  Their customer service is abysmal and I will not ever be shopping with them again.  The level of stress it took to get the bare minimum response from their team is pathetic as exemplified by the fact that it took them two months to respond to this complaint.
   
  Sincerely,
  
  **** True ******

• Initial Complaint

  Date:04/15/2024

  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.

  My husband and I received a theragun in original packaging via ***** ground on 2/26/24. No paperwork in the mailing box. We have no record of purchasing this- none of our credit cards, venmo or paypal was charged. We just randomly get this box from ***** with a theragun in it. The outer box mailing label has the return address listed is DCL logistics an e-warehouse. I try to contact that e-warehouse leaving voicemails and emails asking who sent this to me? I get no reply. So, i decide to contact therabody. They tell me, per their policy they cannot tell me who bought it, or even the last 4 digits of the credit card used. I begged the online customer experience people to have someone call me to explain this. Their reply was- we need you to return it- we cannot tell you who purchased it. We will email you a label to return it.So here I am worried terribly that theres credit card fraud happening and that they cannot tell me how my name and address got linker to this package.

  Business Response

  Date: 04/15/2024

  Hello!

  I'm reaching out in regards to complaint #******** from ****************************. First I want to apologize for the confusion with the order that was received. While we are unable to provide customer details or credit card information to customers who did not make the original purchase. I was able to look further into your order and it does look like this order was received as a prize for a giveaway so there was no charge to the customer and no other information to provide. Please let me know if there is any further action that needs to be taken. We've also had someone from management reach out and leave a voicemail if any further follow up is needed.

• Initial Complaint

  Date:04/12/2024

  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.

  Hi, My Mini massager died the other, I'm unable to recharge it. I tried to contact customer service, no success, the Live Chat is not functional. I want my item replaced. Thanks, ****

  Business Response

  Date: 04/25/2024

  I am writing in response to the BBB complaint filed by ********************* regarding their purchase of a Theragun Mini device.
  
  Upon investigating the matter, our records show that the customer was assisted by our team on March 4th, with follow-up communication on March 5th and March 8th. However, it appears that the customer purchased their device from an unauthorized retailer.
  
  As per our warranty policy, purchases made from unauthorized retailers are not eligible for refunds or replacements. We regret any inconvenience experienced by the customer due to this situation.
  
  To express our apologies for any inconvenience caused, the customer was provided with a 20% discount code for the inconvenience.
  
  We understand the importance of customer satisfaction, and we strive to provide assistance wherever possible. Unfortunately, in this case, there is nothing further we can do as the product was not purchased from an authorized retailer.
  
  Thank you for your attention to this matter. If you require any further information or assistance, please do not hesitate to contact us.

• Initial Complaint

  Date:03/12/2024

  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 ordered a Theraface Pro and Hot and Cold Rings on 1/19/2024 as a birthday present for a friend. Order number *****************. They sent me an email that it had shipped and gave me a ***** shipping number (************) and that it should arrive by 1/24 . When the item didn't arrive I tracked it on *****'s website. It said it was delayed in **********, **. I gave it a couple of days then called *****. They told me that they considered the package "lost" and that I should contact the merchant. Therabody's website only has email and live chat support, no phone number to call. I did the live chat and they opened a case#. They told me to wait ***** hours for an update. I received 2 emails from them claiming they were looking into it. I finally did a live chat with them again and they told me I had to wait 8 business days for an update. After 10 days I chatted with them again. They now told me I had to wait another 8 days for them to hear back from the warehouse for an update. At this point I requested a refund and to cancel my order. They said they cannot start the refund process until after the 8 days. I told them I have waited enough time and reminded them that ***** told me 2 weeks ago that the item was lost. Therabody said will not refund my money because I have to wait another 8 days for some reason. I feel they are giving me the runaround and don't want to refund my money.

  Business Response

  Date: 03/13/2024

  Hello ******,

  Regarding the customer complaint #********. I understand the customer is upset about their order being lost and the lengthy process to replace/refund their purchase however, we do have to go through this process and file a claim with the courier before we can proceed on our end. We apologize for the delay but once again this is the process we have to go through with all lost packages. It looks like the claim was filed and the customer received their refund on 2/15/24 and the matter was settled.

  Customer Answer

  Date: 03/25/2024

   
  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:02/12/2024

  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 am trying to return 5 Theragun minis ($179 each, total $895). I want them to send me 5 that work since these are under warranty. Each device, fully charged, turns on for 2 seconds and dies.I have a PO for 3 of them. Order Number: ***************** Purchase Date: 05/13/2023 qty 3 The other 2 were replacements and I don't have the order #. In my call with tech support, I told them they have the info (since they have all my contact info). They refused to look it up and hung up on me.

  Business Response

  Date: 02/13/2024

  We appreciate the opportunity to address the complaint filed by ************************* regarding their recent experience with our company. After thoroughly investigating the matter, we would like to provide clarification on the situation.
  
  ************************ complaint stemmed from our requirement to return two separate orders in separate boxes due to *** regulations. Despite providing two return labels and explaining the necessity of separate packaging, ******************** was uncooperative and displayed rude and abusive behavior towards our staff.
  
  Despite this, we received ************************ return in one box on February 9, 2024. While our standard returns process typically takes 3-5 business days to process replacements, we understand the urgency of ************************ situation and have expedited the process. As of February 13, 2024, the replacements have been processed and are currently being prepared for shipment.
  
  ******************** should expect to receive tracking information within 3-5 business days. We hope that this swift resolution addresses his concerns satisfactorily.
  
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21229154

  First of all, I returned 6 massagers and they returned 5.  At least the 5 work, so far, so I'll let that go.
  
  I am rejecting this response because:

  Usually in most business situations, "rude and abusive" language is not acceptable.  However, due to the incalculable incompetence of this pompous organization, it, and more of it, is warranted.

  I challenge their assertion that there exists an *** regulation on how $189.00 "supposed massagers that are actually paper weights" should be returned.  I see it as just another example of an organization that neither knows where they are, nor where they are going.

  Sincerely,
  
  *************************

  Business Response

  Date: 03/01/2024

  Thank you for bringing the the complaint filed by ************************* to our attention. We take all feedback seriously and strive to address customer concerns in a professional and respectful manner.
  
  Regarding the customer's assertion that their abusive and rude behavior towards our customer service team was warranted, we must respectfully disagree. While we understand that customers may experience frustration or dissatisfaction, there is no justification for engaging in abusive behavior towards our team who are dedicated to providing assistance and resolving issues.
  
  We would like to inform the BBB that the issue in question has been handled, and we consider the matter resolved from our end. Moving forward, we kindly request that any further complaints or assistance requests from the customer be directed through our customer service channels. We are committed to providing excellent service to all our customers, but we will not tolerate abusive behavior towards our staff.
  
  We appreciate your attention to this matter and remain available to assist with any further inquiries.
  

• Initial Complaint

  Date:02/12/2024

  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 bought the Theragun Prime from BestBuy on January 4th, ****. The device had a defective attachment. I reached out to Customer Support to seek a replacement under their warranty program. Customer Support had me send the entire item back under RMA Number: FDX1RTRO-21167. The device was shipped under ***** tracking number ************. Yet, Therabody Customer Support said they lost it and will conduct an investigation on January 14th, **** and gave me an SLA to resolution at ***** hours.It has now been a week since I heard from them. Their Customer Support Team both via Email and Live Chat are unresponsive. And I cannot return the item to Best Buy since I do not have the item at hand. I either want a full cash refund or a replacement item.

  Business Response

  Date: 02/13/2024

  We appreciate the opportunity to address the complaint filed regarding a defective item. After thoroughly reviewing our records, we were unable to find any correspondence from a ************************* regarding this matter.
  
  However, we did identify a communication from ******************************* on January 7, ****, regarding the same order and issue. We take customer concerns seriously, and as a result, a replacement was promptly processed for ******************** on January 23, ****.
  
  We are committed to providing excellent customer service and resolving any issues promptly. We apologize for any inconvenience this may have caused and remain available to assist in resolving any outstanding concerns.
  
  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 02/23/2024

   
  Better Business Bureau:
  
  Issue was resolved by Theragun in a separate correspondence. Thank you.
  
  Sincerely,
  
  *************************