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:01/27/2024

  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 was given a Theragun Pro as a Christmas gift on December 25, 2023. I attempted to call Therabody Support line after googling for their support number. I was able to find a support number that corresponded to the companies website domain. I contacted the number in hopes to be able to obtain it or purchase attachments that I lost at the airport. But the line was no longer in the possession of Therabody or Theragun. Another company had taken over the support line and impersonated them offering a voucher for $100. I allow them to collect personal information about myself thinking they were Theragun or Therabody. After then contacting Support via email, I realized that I was scammed because the company has failed to deactivate their support page and take down their support number because they are no longer in possession of it. My first to attempt at contacted the company was on January 4, ****. I was told to leave my phone number and that a member of their higher up management team will reach out for details on January 5, ****. I have yet to hear them from them since. They stated in an email on January 4, ****, that they are not liable for the support number that they posted on their domain because it was meant to be deactivated. I believe they are completely responsible for another company fraudulently using their former support number when they failed to properly retire, the website webpage that provided access to the number with their domain. The website with a fraudulent number is still up: *********************************************************************** I hope the company will remove this webpage so no other people become victim of a scam and that the company compensate me.

  Business Response

  Date: 01/29/2024

  We appreciate the opportunity to address the concerns raised by ****
  
  Firstly, we want to clarify that our company no longer provides phone support. We assist our customers through chat and email channels exclusively. We understand the frustration this may have caused.
  
  In response to their complaint, our management team took proactive steps and reached out to *** on January 12, ****. In an effort to rectify the situation, we offered a retroactive $40 refund for their next eligible order. 
  
  Furthermore, we would like to inform you that the items they wanted to replace are currently out of stock. We understand the importance of these attachments, and we assure them that the retroactive refund offer remains valid for their next eligible order.
  
  We take customer feedback seriously, and we strive to ensure a positive experience for all our patrons. Please let us know if there is any additional information required or if there are further steps we can take to address this matter.
  
  Thank you for your attention and assistance in resolving this issue.
  
  Best regards.
  
  

• Initial Complaint

  Date:01/19/2024

  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.

  Hello I purchased a product from Therabody. The package was shipped, and said it was delivered on 12/7, however the proof of delivery from ***** does not show the package was actually delivered. I was home at the time of delivery and it was never delivered. I have cameras and nothing was recorded. I also opened a claim with ***** (C-131399043 Ref-*****) and they have accepted that it was not delivered.I have contacted Therabody and despite the claim and pictures, they will not investigate further. They say the package was delivered according to ***** and close my claim with them, though I have proof it was not delivered. There is no way to actually talk to a support agent, they just give a vague response. I would like to pursue this further as this is not okay to have proof the item was not delivered and yet they are ignoring my evidence and going off of a random picture the delivery driver used.

  Business Response

  Date: 01/22/2024

  While this situation was less than ideal for the customer, ********************** did issue a full replacement on 17-DEC-2023, as requested by the customer. This was explained to the customer and ********************** has not had any further issues or communication with the customer. 

• Initial Complaint

  Date:01/19/2024

  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 device in June 2023. About two months later (I apologize, I don't have the exact date), the device's battery and/or power button began to malfunction. It would not turn on, or it would turn on and would turn off randomly a few seconds/minutes later. Also at about the same time, a piece of the device fell off.I contact therabody about the piece falling off and also mentioned the battery/power issues. They allowed me to return the device and they sent me a new one free of charge.Well, my second device is now having the same issue with the power/battery. It will often not turn on, despite being at 100% charge, OR it will turn on and then turn off randomly. This is a $400 device and it has malfunctioned TWICE, both within a few months of receiving it.I contacted therabody customer service again and they offered me a 40% off coupon for a refurbished device. This is not satisfactory to me. I paid $400 for this device and it is clearly poorly made and not intended to last beyond a few months. The fact that TWO of these devices have malfunctioned for me within months of receipt shows me that something is not right with the way they are making these products.I would like a refund of my $400. That is simply too much to pay to have a device that is not intended to last more than a few months.

  Business Response

  Date: 01/31/2024

  I am writing in response to the inquiry raised by *********************** in complaint ******** regarding a refund request for a device outside the ****** return window. Upon careful review, we regret to inform ***** that the device in question is no longer eligible for a refund as it falls outside our standard 60-day return policy. However, recognizing the importance of customer satisfaction, we offered an alternative solution by providing a full replacement for their damaged device. I want to reiterate that our offer for a replacement is still valid, as the device is within its warranty period. If ***** wishes to proceed with the replacement option, we encourage them to reach out to our customer support team at ******************************** We are committed to ensuring that our customers have a positive experience with our products and services, and we would be more than happy to assist with the replacement process.
  
  We appreciate your understanding and cooperation in resolving this matter. If there are any further questions or concerns, please do not hesitate to contact us.
  
  Thank you for your attention.
  
  Best regards.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21000879
  
  I am rejecting this response because:

  As I stated in my complaint, this is not the first time Ive had a Theraface that malfunctioned. Therabody should have records of my complaints on file. My first Theraface device started malfunctioning within a few months of receiving it. Theraface sent me a replacement, but then the replacement began to malfunction! Getting ANOTHER replacement would achieve nothing - I would bet money that this replacement would also begin to malfunction shortly after receiving it. I think these devices are poorly made and I want a refund. I used the devices exactly according to the instructions. 

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

  Business Response

  Date: 02/13/2024

  Unfortunately, as stated the customer is past the ****** return date trial so we can only offer a replacement for their device at this time. The option is still available to them but we are unable to proceed with a refund. 

   

  Best Regards!

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21000879
  
  I am rejecting this response because:

  I will never accept this response. This is a terrible company that sells faulty devices. I dont want another replacement thats going to break again within months like the other two. I want a refund.

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

• Initial Complaint

  Date:01/09/2024

  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.

  We purchased a PowerDot 2.0 Duo on 11/14. It is defective. The moblie app and the device consistently disconnect as soon as you start using the machine. We attempted all the fixes that are listed in the owner's manual. None of the suggested actions fixed the issue. We emailed ******************************* (the stated customer service email address) on 11/28 describing our problem and providing all the information that was listed in the owner's manual. Customer support responded the same day and asked for additional information. We responded 11/29 with all of the requested information. We did not hear back, so I sent a follow up email on 12/1 to check to see if they received my initial response and if they would please just process a refund because of how difficult it is to connect with customer service to ********** a problem. We received a response on 12/5 asking for the same information (i.e. serial number, email account, and phone number) that we previously provided on 11/29. We have tried the chat line and never have connected with anyone. Emailing every three days is so inefficient that I just want a refund and never deal with this company again. It is really too bad, because my son has the PowerDot Duo and a Theragun and has had great success with this product and customer service. I feel like I have no choice but to report this complaint.

  Business Response

  Date: 01/10/2024

  I hope this message finds you well. Regarding the complaint filed by *******, I would like to provide an update after conducting a thorough investigation into the matter.
  
  Upon reviewing our records, it appears that a return label was issued to the customer on December 7th. Subsequently, a refund of $368.20 was processed for them on December 18th. While we regret any delays experienced, we would like to clarify that some of the delay may have been attributed to the increased volume during the holiday season.
  
  We want to assure you and ******* that providing timely and efficient service is our priority. We sincerely apologize for any inconvenience caused during this process. It looks like the customer has received the assistance and refund they requested.
  
  If there are any further concerns or if additional information is required, please feel free to reach out. We appreciate your attention to this matter and thank you for the opportunity to address it.

• Initial Complaint

  Date:01/09/2024

  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 made an order for a Theragun Prime and hard case on 11/30/2023. As of 12/4/2023, I was told the order was still processing. Further inquiries revealed Therabody did not even have the Prime in stock, but were attempting to send me just the hard case. Therabody had no clue when they'd have inventory available, so my only logical choice is to request a cancellation for at least the Prime. I was then told by customer service that cancellations had to be processed with Theragun's warehousing department which takes ***** hours (again, this is for a non-existent product). After which, in maybe **** business days, I might get a refund.This is absurd and sounds suspiciously like fraud. Selling a consumer a product they didn't have, and then holding onto their funds for an unreasonable amount of time. Both larger (Wayfair, Amazon, etc) and smaller vendors (Etsy) can immediately process credit card refunds, but apparently not Therabody. Keep in mind that this is not a shipping delay. They acknowledge not having the product when making the sale, but are refusing to make immediate refunds.

  Business Response

  Date: 01/30/2024

  I am writing to provide an update regarding the concerns raised by ******************* in relation to their order, Complaint 20956776.
  
  Upon investigation, we acknowledge that there was an issue with the availability of an item in their order. We understand the frustration and inconvenience this may have caused.
  
  They initially reached out to us on December 4, 2023, and we promptly assisted them on December 5, 2023. Regrettably, we encountered a technical glitch with the refund process via PayPal. I want to assure you that I have personally intervened and manually processed the refund. The funds should be returned to their account within 3-7 business days, depending on their banking institution.
  
  We sincerely apologize for any inconvenience caused during this process. If they require any further assistance or has additional concerns, our dedicated customer support team is readily available. They can reach out at  ******************************** and we will be more than happy to assist them.
  
  Thank you for your understanding and assistance in ensuring our commitment to customer satisfaction.
  
  Best regards.
  
  

  Customer Answer

  Date: 01/30/2024

   
  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,
  
  Kok ***************

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair 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.

  Purchased a factory sealed Theragun Elite locally from ******** Marketplace in July of this year. The percussion gun has never worked at all, holding it's charge for less than 1-2 minutes before draining the battery entirely - it makes the device unusable. There is no way to repair this item through Theragun or through a 3rd party repair channel since the battery is not replaceable. I have exchanged 20+ emails with customer support and ******************** refuses to remedy this situation or offer a warranty replacement since it was not purchased directly through them or an authorized retailer. It's a $400+ device that is basically a paper weight and was purchased to help with a sports injury to my back that was giving me substantial problems. The support team offered me a discount code to buy a new device but nothing else. It's a very frustrating experience and I merely want a device that works and can help me recover from workouts and ease pain.These devices have considerable fail rates that are reported constantly through online community forums and the manufacturer has done nothing to resolve the manufacturing flaw that has created the issue.

  Business Response

  Date: 12/26/2023

  We appreciate the opportunity to address the concerns raised by the customer regarding their device warranty. After a thorough review of the case, it has come to our attention that the customer's device was purchased from a non-authorized retailer on OfferUp. Our warranty policy explicitly outlines that coverage extends only to devices purchased directly from our official website or through our authorized retailers. Unfortunately, purchases from non-authorized sources, such as OfferUp in this instance, fall outside the scope of our warranty. We understand the customer's frustration and recommend that they contact the individual from whom they purchased the device on OfferUp for a potential refund. Alternatively, they may explore avenues with OfferUp to seek a resolution. We regret any inconvenience caused and remain committed to providing support within the boundaries of our warranty policy.

  
  Thank you for your understanding.
  
  

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 20909552
  
  I am rejecting this response because the device was sealed from factory and had never been registered to any other user. Irrespective of what channel the massage gun was purchased, the device should not be faulty coming from production. I cannot even use the device for 2 minutes without it stalling, it's a critical hardware failure and there's no way to replace parts, including the battery, given the product design. Further, there's no option for me to send the massage gun in to have it evaluated or repaired - it's essentially a completely useless device. 

  I am merely looking for options to have it repaired or have the cost of a new device offset given the hardware left the factory inoperable. I spent several hundred dollars on the device and countless hours with your customer support team and have been given no paths to resolution. Stand by the quality of the hardware. 

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

• Initial Complaint

  Date:10/19/2023

  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 from Therabody on October 2nd. I never got any shipping confirmation email or notification. When I contacted Therabody about my order on October 8th they advised me that my order was already delivered. I did not receive anything, nor do I recognize the picture that was taken at the time of delivery. They filed a claim on my behalf and have so far failed to assist me with a replacement or refund. Please assist me, my order number is CA23888888209482

  Business Response

  Date: 10/20/2023

  We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  The customers order, according to our records was successfully delivered on 10/5/2023 and our courier has confirmed the delivery.

  However, we understand that the customer claims they did not receive the order.
  
  In our efforts to resolve the situation, we have advised the customer file a dispute with their banking institution. This is a standard practice for cases where there is a disagreement between the customers claim and the couriers confirmation of delivery. We are committed to ensuring our customers receive the products they order, and in cases like this, the banking institution's dispute process can provide a fair and unbiased evaluation of the situation.
  
  We encourage the customer to pursue this avenue as it allows for a thorough investigation and resolution by an independent party. We are ready to cooperate with the customers banking institution during this process to provide all the necessary information and documentation.
  
  Our commitment to customer satisfaction remains unwavering, and we hope that this issue can be resolves to the customers satisfaction through the dispute process. 
  
  If you require any further information or assistance regarding this matter, please do not hesitate to contact us.

  Customer Answer

  Date: 10/29/2023

   
  Complaint: 20739793
  
  I am rejecting this response because I believe Therabody is responsible for my missing order. They never emailed me with any shipping or delivery confirmation. I had to email them and wait for their response to find out that my order was allegedly delivered several days prior. The picture from the delivery is not even from my own building. Had they emailed me with the tracking or the delivery confirmation, I could have contacted them or ***** earlier, and likely found my package. I encourage Therabody to do the right thing and reimburse me for my missing package as there is no doubt they are at fault for my missing package. In any case I will get my money back, either through them or my bank.
  

  Business Response

  Date: 11/09/2023

  After thorough investigation, we have found that the package in question was indeed shipped as scheduled. Regrettably, our claim with the courier regarding the non-delivery was denied. As a result, we have advised the customer to consider filing a dispute with their bank in connection with the order.
  
  We believe that disputing the charge with their bank is the most appropriate course of action in this situation. It will allow an impartial third party to review the case and make a determination based on the evidence provided by both parties. This process is designed to provide a fair and equitable resolution for all parties involved.
  
  We genuinely value our customer's satisfaction and are committed to finding the best resolution for this issue. We will continue to cooperate with the customer, their bank, and any necessary parties to ensure a fair and satisfactory outcome.

• Initial Complaint

  Date:09/29/2023

  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've tried to resolve this issue through email and chat channels, but have hit a dead end. Here's my timeline:8/15: Theragun Pro and wireless charging stand ordered (order: *****************)8/28: I follow up with an email as I still haven't received a shipping confirmation 8/29: Response from **************** letting me know that my order was sent to the wrong warehouse (one that couldn't ship to PO boxes), "we have taken immediate action and redirected your order to a different warehouse. We are happy to confirm that your order is now being processed and should ship within the next 2-3 business days."9/7: I reach out again, asking Theragun if the order has shipped, as it has now been 8 business days and still no shipping confirmation 9/8: I receive the following response: "To address your concern, we have escalated this issue to our team to review the status of your shipment. We will investigate whether the current delay is within the usual estimated delivery time frame or if there may be any specific issues causing it to be stuck in transit."9/12: The package is delivered, but upon opening it, my father sees that it includes the wireless charging stand, but not the Theragun Pro. The package has clearly been opened, the Theragun Pro stolen and resealed with different tape. I immediately email **************** and attach the photos from my dad. I also start a chat on your website to get help 9/12: Chat with *******: After waiting more than 30 mins for ******* to "research" my issue, I learn that a replacement cannot be sent until 1) Therabody contacts its warehouse and 2) Therabody files a claim with ***** that will take 15 business days to process. Only after all of that will Therabody issue a replacement for the Theragun Pro that I paid for a month ago!I paid for this product a month ago but still have no time horizon for receiving a replacement!

  Business Response

  Date: 10/04/2023

  A replacement order was created for the customer. Shipped on 9/13/23 and delivered 9/15/23

• Initial Complaint

  Date:09/14/2023

  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.

  They appear to not have a working phone number or anyone who answers the phone

  Business Response

  Date: 09/18/2023

  Customer is correct we do not offer phone support but we do offer round the clock support via email and live chat from 9am-5pm pst. 

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20564340
  
  I am rejecting this response because: who doesnt offer phone service? Thats ridiculous. They go out of their way to avoid speaking to customers. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/09/2023

  Unfortunate that we did not meet this customers expectations, however we did not see the need for inbound phone support as the volumes were significantly lower that chat or email. 

   

  Should customer need anything, they can contact us via chat or email. 

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20564340
  
  I am rejecting this response because:
  
  The response is not even grammatically correct and their response also ends with them offering for me to email or chat with them. They must be tone deaf to offer that when the initial claim is about them not accepting phone calls.
  

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

• Initial Complaint

  Date:08/18/2023

  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.

  I purchased a PowerDot duo blue model from this company on July 18th 2023. While the device arrived promptly, one of the devices (either sets of pads or electric component) was faulty and did not appear to work. There is no phone number listed to contact this organization, as I attempted to request a replacement then instead a refund when I didnt not hear back for days. When requested to respond, the company simply responded to affirm my email but with no solution. Following that email, I requested a refund, and then I returned the device via their provided shipping source. The device appears to have been delivered to them on the 15th, but I have not received any correspondence from them indicating this, or a refund of any kind. They are scheduled to receive yet another payment from me today, which I do not consent to. In total, if they draft todays payment they will owe me $222.

  Business Response

  Date: 08/28/2023

  
  Customer contacted us on 7/25/2023 regarding her experience, we asked for details, confirmed return for refund and provided return details on 8/3/2023. 

  Customer sent follow up asking for an update since she had shipped the return on 8/9/2023, contact was initiated on 8/15. On 8/17/2023 customer demanded resolution by end of day or she would file complaint with BBB.
  

  package was delivered to our warehouse on 8/15 via ****** all returns/refunds are processed within 5-7 business days of delivery to our warehouse. This process was explained to customer when we provided the return details on 8/3/2023 and reiterated again on 8/17/2023.

   

  As a courtesy the Therabody support team issued the full refund on 8/17/2023, almost 5 days ahead of our SLAs. The refund was confirmed to the customer on 8/17/2023.