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:08/15/2023

  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 bought a Theragun Elite on June 30th, 2023. I recieved the package on July 10th. I charged it as soon as i bought the product. The screen says it charged to 70%. I unplugged the charger and tried to use the product. It would not turn on. When i plugged it back in, it said the battery was at 0%. It was clear they sent me a faulty prodcuct. I reached out in hopes or recieving a shipping label so I can send it back. I gave them all the information they requested, and then told me the confirmation number (that they gave me in an email) was incorrect. Horrible business and even worse customer service.

  Business Response

  Date: 08/21/2023

  Customer reached out to ********************** customer support on 7/11 requesting warranty support. Customer provided the same screenshot provided on this complaint. 
  
  This is not a Therabody order, so we are unable to validate the warranty, however we simply need to know who the retailer is so we could ensure it was sold by an authorized retailer and continue with warranty support. Customer states "Are you kidding me? You send me a broken theragun that I bought a FROM YOUR WEBSITE two weeks, and you can't send me a return label for me to send it back to you???  What are you talking about you didn't get results under the number i provided? Thats the number i was provided in the email!" However as stated, this is not a Therabody order. 

   

  We explained this to the customer on 7/12, no follow up and again on 7/15, which we also received no follow up. We have since then closed the inquiry. Customer simply needs to follow up with the full order confirmation, showing whom he purchased from and we will be able to proceed with service. 

• Initial Complaint

  Date:07/29/2023

  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.

  Order no ***************** First time I ordered something from Therabody. When i got my confirmation email, I noticed my address was correct but the zip code was not, the system defaulted to an incorrect 10 digit zip code. Within 15 mins of getting the confirmation email i responded and told therabody that i noticed the zip code was incorrect and provided the correct zip code. I got no response so a couple of days later i emailed them again and still no response. Finally, I contacted them via live chat and they said my order had been delivered that day. I looked everywhere for it and could not find it so i contacted them again and they gave me a tracking number and the delivery picture associated with that tracking number was not my house! I contacted them and they said it can be up to **************************************************************************** that if the claim is denied i will not get a refund or replacement product. I did nothing wrong here and they keep threatening not to refund me if my claim is denied which is unacceptable. I am very disappointed with their customer service and i have no product and im nearly $350 out of pocket!!

  Business Response

  Date: 08/08/2023

  Customer placed an order on 6/17/2023 at ****** pst, then contacted us at 6/21/2023 at 9:47am for the entry error of the order from our website. The order was manually processed by the customer and not the ********************** support team. Upon our initial review the original shipment was delivered on the same day the customer contacted TB support. We explained that the package already showed being delivered. Customer reached back out at ******* pst, stating the package was unable to be located, we double confirmed the address and stated it was shipped to the address on the order (incorrect address that was provided via order process). However, we proceeded with issuing a claim with ****** we also provided clarity that it was up to ***** to determine if this was an error, since again, the address the package shipped to was the address we were given at the time of checkout. The claim was denied by ***** on 6/27/2023, this was communicated to the customer on 6/27/2023 at ****** pst. However, we also asked the customer to double confirm the ship to address, we did this and explained that as a courtesy due to the order entry error at checkout from our website, we would honor a 1 time courtesy replacement for the experience. Customer acknowledged and a replacement was shipped on 7/3/2023. The courtesy replacement was delivered on 7/7/2023 to the correct address and customer has not sent any follow up emails since 7/7/2023.

   

  While this is not an ideal situation, Therabody went above and beyond by issuing the claim and still issuing the replacement after the claim was denied on an error not caused by Therabody.  

• Initial Complaint

  Date:07/21/2023

  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.

  On May 22, 2023, I placed an order for the Theraface Pro device, with the hot and cold rings as an additional add-on. Upon receiving the item, I tested the device using every single attachment. While using the cold ring on the highest setting, I noticed that the device handle started to warm up. This did not pose a significant concern, as I read previous reviews that other users have also experienced this issue. However, after using the cold ring on my face for less than 15 seconds, the ring became extremely hot to the point where I could no longer tolerate the heat on my face. After taking the device off my face, I noticed a red splotch on my face around the area where the device was used. I had a tingling sensation for the rest of the day. I reached out to Therabody's customer support via chat and reported the issue. The *** indicated that since this involved an injury, they would escalate the issue. I was told I would receive a response via email within ***** hours. After three days of no response, I reached out to CS again. The *** informed me that they have again escalated the situation and I would receive a response within ***** hours. Yet again, I still have not received a response from Therabody. This whole situation has been extremely upsetting, considering that they are not taking injuries caused by their products seriously.

  Business Response

  Date: 08/02/2023

  Customer contacted ********************** support stating that their TheraFace Cold Ring would get warm or hot. Therabody issued a replacement for the customer, however the ring generating heat is due to a technical limitation. 

  Regarding the TherFace Cold ring getting warm at the base. This is unfortunately a technology limitation. We use passive dissipation (instead of a Fan like other products) for the cooling system. This in turn needs the sides of the ring to get warm. It is all a balance between how cold the contact metal points get, how long they stay cold, and how warm the side of the ring gets. If you modify one of those three variables you negatively affect the other.

  The customer was not satisfied with the courtesy replacement and explanation of the technology. 

• Initial Complaint

  Date:05/18/2023

  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 the product as a gift and it never worked. I attempted to contact them a few months ago and never got a response. I emailed them again and gave them the information they requested.Today I get an email stating the item was purchased in 2021 but it was purchased in 2022 and should be under warranty.

  Business Response

  Date: 05/19/2023

  Customer contacted us on 11/19/2022, support replied asking for details for warranty support (including proof of purchase) to validate warranty. We closed the case on 11/21/2022 since there was no follow up. 

   

  Customer replied on 5/1/2023 with details for warranty support, minus proof of purchase. On 5/2/2023 e explained that without proof of purchase, validation of warranty would be based on the serial number. In this case the serial number shows that it was a device from the 21st week of 2021, meaning the warranty would have expired on the 21st week of 2022. We received no further follow up and case was again closed on 5/4/2023.

• Initial Complaint

  Date:05/04/2023

  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.

  I purchased a Theragun from Target in November 2021 as a Christmas gift for my daughter. It worked for one year and three months and then would not charge. The charging light was on and the device appeared to be charging but never worked again. I asked if any repair options were available and I was told there was nothing they could do although it appears that battery replacements were offered to other customers. They quickly end the customer chat. There is no customer service phone number listed for further follow-up. This item is sold at a luxury price point with no customer service.

  Business Response

  Date: 05/05/2023

  Customer purchased a ******************** Prime, entry level device from Target. We offer a 1 year warranty for the Product from the date of purchase, with that said the warranty on the customers device expired on November 19, 2022, and contacted ** on April 20th, 2023, 5 months after the warranty expired. 

   

  We do not offer replacement batteries since this device has the battery enclosed and is not replaceable. The option for rechargeable (swappable) batteries is is an option on our Theragun Pro, professional model. 

• Initial Complaint

  Date:05/04/2023

  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.

  I purchased a Theragun Elite on 1/14/2023 through a third party (*************************). It worked for a few weeks with very minimal use. Then, the device just stopped working. It says its 100% charged, but the second you take it off the charger it goes to 0% and will not operate. I have tried charging it multiple times and it has down this every time.I reached out to Therabody and they let me file a warranty claim, and they sent me a replacement product. The replacement product has the EXACT SAME ISSUE and NEVER worked one single time! They literally sent me a completely defective product to replace my previously purchased defective product. I reached out to them regarding the second defective product and they said all they could do was give me a 20% discount on future products. I can't believe they think I am ever going to buy another one of their products....

  Business Response

  Date: 05/05/2023

  Customer purchased a unit from a 3rd party retailer which claims to had issues, we have yet to receive that device. Customer stated the replacement we shipped from our warehouse had the same issue. As a courtesy we shipped a 2nd replacement and another prepaid label so that we could receive the products. All of this was communicated and confirmed by the customer as of 4/28/2023 where it was stated "Thank you for all your help! I mailed both defective products yesterday (within the same box) via FedEx." 

   

• Initial Complaint

  Date:05/04/2023

  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.

  - Original Order #US23888888910414, Date: 06/20/2022 - 3 products were sent back to the company because they were not functioning properly and needed to be replaced. The devices were sent back and confirmed received RMA #RMA82552 Date: 11/09/2022 - Since November 2022 I have been waiting for those replacement products (3) to be shipped to me, I have tried contacting the company numerous times be phone, email and live chat without resolution. - Since the company has since closed down its phone line the only way to contact them is by live chat to which their response is always "we will look into it and get back to you in ***** hours" and then they send an email saying they're changing systems and are not able to give an update currently- the emails have said this for over two months. - This is completely unacceptable business practice, I have already paid for these products and have now been waiting for them for almost 6 months without any type of reasonable explanation.

  Business Response

  Date: 05/05/2023

  Customer had issues with product and requested assistance. We provided complementary labels for the return of said product for warranty replacements. The product was received and we had a backorder. We offered the customer a refund or if they wished, we would ask that they return remaining goods and we would in turn issue full replacements. The process did drag on longer that anticipated, packages were located and replacements were issued and delivered as of 5/1/2023.

• Initial Complaint

  Date:05/04/2023

  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 writing to file a complaint against Therabody regarding my recent purchase and attempted return of an order with Order #*****************. I placed the order on March 10 and it arrived on March 15. However, I encountered several issues when trying to cancel the order and initiate a return.The first issue I encountered was when I attempted to cancel the order the morning after placing it, but I was refused. Despite attempting to cancel quickly, Therabody declined my request. When I received the product, I tried to initiate a return through Narvar, the designated return system. However, the website stated that my order number was not found, indicating a faulty online system. This made it impossible for me to submit a return request through the designated process.I then tried to contact Therabody through live chat, but my attempts were unsuccessful as I was unable to reach a customer service representative. I also sent an inquiry through the text box message system, but the response I received requested my product serial number, which I was unable to provide as I had not opened the box yet. I contacted Therabody again on April 11, still within the return window, to seek guidance on how to proceed with the serial number issue, but I did not receive a response.As of today's date, April 16, I have sent another text box message to Therabody, but I have not received any assistance in initiating the refund process.I am requesting that Therabody issue an apology and initiate the refund process for my purchase. I have made numerous attempts to resolve this issue through the designated channels, including Narvar and the text box message system, but I have not received satisfactory assistance from Therabody.I am seeking the Better Business Bureau's assistance in resolving this matter and obtaining a refund for my purchase. I appreciate your attention to this complaint and I hope for a prompt and satisfactory resolution.Thank you for your assistance.*******************

  Business Response

  Date: 05/05/2023

  Customer was provided with a return authorization and prepaid label for the experience on 4/26/2023.

   

   

• Initial Complaint

  Date:05/04/2023

  Type:Sales and Advertising 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.

  The battery charger of my Theragun Pro melted under normal use. The Theregun website has had no replacement available for the last 3 months. There are no companies within ****** that have had this device available for the last 3 months as well. The only companies that have a device listed in stock are international and state they cant ship to ****** due to licensing agreements. This has left me with a useless device without the ability to charge; I believe this is a strategy by Theragun to render their older devices unusable to force consumers to buy an entirely new Theragun package.

  Business Response

  Date: 05/05/2023

  While this is an poor experience and our world charger for the Theragun Pro is on backorder. We do offer 2 other options, our Theragun Pro Charging Stand and Multi-Device Wireless Charger, both of which are available at the moment. 

   

  We also could find or assist in sourcing a local retail who may have the Pro World Charger for the customer, however our records indicate that we have not be contacted by the customer. 

• Initial Complaint

  Date:05/03/2023

  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. I bought the theraface pro on February 12th order #CA23888888188022 for $573.73. I reached out to their customer service on February 27th to return it as im not happy with this device. It does nothing for me. Upon purchasing the theraface pro, it was written I had a 60 day trial. Now the company responded on March 6th, more than a week later and I hadnt seen the email. I continued giving this device a chance but still no results and not satisfied for the price I paid I had high expectations plus I have another device thats better. *** reached back to them on April 8th advising them that I wish to return this and now they are telling me that the 60 day trial period is not valid for ******** orders despite me sending them proof of the policy on their website!!! IM SO FRUSTRATED. Customer satisfaction should be a priority. I feel like i threw $600 to the garbage. This device does absolutely nothing. I wish we could come to a resolution. I want to return this I dont want it.

  Business Response

  Date: 05/05/2023

  Therabody offers customers in ****** a 30 day money back guarantee, see details here **************************************************************

   

  With that said, the customer provided a screenshot from our US site which offers a 60 day return policy. We responded to the customer on 3/6/2023 as stated, a less than ideal wait for a response time, however we followed up for more details to assist with the return, no response was given to the customer since the missed the email. Customer reached out again beyond the 30 day (CAD) and 60 day (**) return period and a request for a courtesy extension was not honored.