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:04/14/2023

  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 purchased RecoveryAir Jet Boots during their Black Friday sales last year. My credit card was charged on 11/29/22. I received an email thanking me for my order but no detailed order information, order number, or detailed receipt. The purchase was done directly from Therabody's website.According to Therabody's own website, the Jet Boots have an "industry leading warranty" with a period of 1 year.One of my Jet Boots started making an odd whistling sound. I started contacting their customer support to have this problem resolved and soon started getting blown off. I was asked for my order number, but I never received one. I explained that and asked how I could find it if I did not receive it by email. I got no answer. I was told by one agent that my Jet Boots were fake but another told me that they were out of warranty. I asked to speak to somebody by phone to get this sorted out and was told that they do not have a phone. Now I am just being ignored.

  Business Response

  Date: 04/18/2023

  Customer contacted us on 3/11/2023 regarding a warranty claim for one of their items. We probed for the issue and asked for proof of purchase, customer was unable to provide and the cs agent was unable to locate any purchases in our system. This was a less than ideal level of service. 

   

  Customer contacted us again via chat on 3/30/2023 where an agent worked with leadership to locate the customer purchase and issued a warranty replacement. Replacement was shipped and delivered as of 4/8/2023.

   

  Customer Answer

  Date: 05/03/2023

   
  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:03/07/2023

  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 submitted a warranty exchange with Therabody for my recovery air boots in early January. I was given a return label and send the boots back, which they received them on 1/20/23. They said once the boots were received it would take 3-5 business days to have the replacement sent back to me. It is now 3/7/23 and I still have nothing. Every single customer service contact has told me "the order is being prepared for shipment, and I should receive a confirmation in 48 hours". I have been told this same thing for weeks. Now I have an unusable product, and no signs of getting anything returned back from this company. I would avoid them at all costs. Just read all the other complaints and even see how much people are complaining to them on their instagram for their horrible service.

  Business Response

  Date: 04/03/2023

  The customer was affected by a backorder for a size exchange, due to this we have offered a full return for a full refund. The return and complimentary return was issued on 3/31/2023.

• Initial Complaint

  Date:03/07/2023

  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.

  Ordered Theragun Elite 02/06/22. Order # *****************. $317.79 charge posted to my **** on 02/10/23. Reported defect on 02/10/23 via chat (with a person) and defect was acknowledged. Return/exchange process promised to be started. Never has been. Reported second defect 02/20/23 which rendered device unusable. Case# ********. Have been sending emails seeking return/refund and only get generic email replies about delay caused by company doing an upgrade to technology infrastructure. They continue to send emails advertising accessories to buy but will not email me a prepaid mailing label for the return. Product had 60 day free trial period (which has not expired).

  Business Response

  Date: 03/22/2023

  Customer contacted us on 2/13/2023 stating that the preset functionality on her unit was not functioning however everything else was in order. At the time of contacting support our systems we not operational due to a system migration, this was explained to the customer on the same interaction from 2/13/2023.

   

  We sent regular follow up to the customer with updates to our system and the delays from 2/15/2023 to 2/27/2023. Once operational we return for refund on 3/9/2023, as the customer requested on 2/26/2023. Customer acknowledged the return details and process on 3/11/2023. 

   

  Customer contacted us for an update for the return and refund on 3/21/2023. The return was received on 3/15/2023 and our process does take 5-7 days to process and the refund was manually issued as of yesterday afternoon to avoid further delay. 

   

  All of this was communicated to the customer. 

  Customer Answer

  Date: 04/27/2023

   
  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 after MANY frustrating attempts to communicate with the company.  The "F" BBB rating is well deserved! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/07/2023

  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 placed an order on the Therabody online website (Order #US23888888828729) for one item, a theragun pro (red) for a total order value of $645.43. While this item was supposed to come within days, it has been months and I still haven't received the item that I purchased, which was very unfortunate. After going back and forth for months over both email and over the phone with Therabody representatives, I was offered little to no help in my situation - I wanted the products I ordered, but at this point, I've been waiting too long and I'd just like to get a refund and just have this all be concluded. I've been incredibly patient as a consumer, and I understand that there are often human errors and problems with shipping and the supply chain. I am hoping for Therabody to be honorable to a good customer like me and provide me with a suitable resolution. Thank you so much in advance, and I look forward to hearing from you guys.

  Business Response

  Date: 03/31/2023

  Customer placed an order on 4/11/2022, shipping showed it was delivery by the carrier ******* on 4/12/2022. We worked with ***** to open a claim for investigation, the investigation was completed and denied on 4/22/2022, these details were relayed to the customer. 

   

  Customer contacted us again in October 2022 asking for us to reopen, unfortunately we were unable to accommodate since ***** claims can only be reopened within 6 months of the delivery. 

• Initial Complaint

  Date:03/02/2023

  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.

  Purchase date: December 19, 2022. Order #***************** Returned within 60days return period due to bad battery life. Return ***** tracking# ************ Tried to contact customer support but they are not helpful mentioning only that they have tech issues.I want my full refund now $271.10

  Business Response

  Date: 03/22/2023

  Customer contacted us on 2/24/2023 regrading his return for refund. The return tracking showed that his return had been delivered on 2/07/2023, rather than delaying the process we issued the refund in full on 2/27/2023 and then continued with the warehouse and ***** investigation for a "lost package". 

• Initial Complaint

  Date:03/02/2023

  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 off the Therabody website and with the gun came the ******** warranty. The Therabody website stated for convenience I could pick it up at local Best Buy. When I went to Best Buy at the date Therabody stated I could pick it up, Best Buy had no record of the purchase. When I called Therabody customer service, they stated the error was on the Therabody website. After waiting 30min at Best Buy finally the customer service rep stated I could just buy the Theragun from Best Buy and he would add the ********. Now after going back and forth with customer service via email for two months it is clear this was a bait and switch. They tried to offer me to buy more accessories at a discount? Why would I buy more? Horrible customer service experience.I just want them to honor what I purchased and what they stated they would honor.

  Business Response

  Date: 03/22/2023

  Customer requested CS to honor a website only promotion, support was under the impression this would be a buy on line/pick up in store from the Therabody website directly and provided information on how we could assist. Unfortunately there was a misunderstanding from the support staff and we were unable to honor the request since the purchase was made directly with Best Buy. We offered a discount towards additional items for the inconvenience, however this was not taken well by the customer.  

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19530457
  
  I am rejecting this response because:
  

  I included that they tried to get me to spend more money as a resolution in my original response. As stated in their response, I made my purchase online correctly for pick up at Best Buy. Due to their error they were unable to come up with a pick up number even though Best Buy had in stock. So I had to buy the same item from Best Buy directly. Due to the error being on them, the customer service rep told me he would honor the warranty program. I dont understand how it is such an issue to simply add a warranty package that was supposed to be included in the purchase?

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

  Business Response

  Date: 04/12/2023

  As inconvenient it maybe to not have procare added to the customers device, this is due to the order not residing within our system, Procare does not affect the standard 2 year warranty of the purchase made from BestBuy. 

   

  Procare in short offers 1 year of accidental coverage, while our standard 2 year warranty does not. Assuming customer uses his device as intended, he should have no issues with using just the standard 2 year warranty. 

   

   

  Here is a link to the full details of the 1 year Procare coverage. 

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

• Initial Complaint

  Date:03/02/2023

  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 ordered a Theraface from Theraboy on Feb 4, 2023 (order# *****************). I still have not received it nor can I check ship updates on their website. I contacted customer service via chat for the first time on 2/10/2023 and I was told "Therabody is undergoing an internal system modification/outage which we are working on completing as soon as possible. Once we are fully operational, we will ensure to have your request processed and confirmed to you." I have continued to reach out to Therabody via chat to cancel my order and I get the same answer "undergoing an internal system modification/outage"Below are the dates and case # 2/4 order# ***************** 2/8 case # ******** 2/16 case# ******* 2/21 case# ******** Emailed support directly 2/24, and 2/27 There is or was nowhere on their website stating there were delays and them having system issues. this has been almost a month with no answers/solutions. This is a $500 dollar purchase and I was my refund!

  Business Response

  Date: 03/22/2023

  Customer was impacted by a delay caused by a system migration, however we found a solution and we were able to refund the customer as she had requested. 

   

  Full refund was issued on 2/27/2023, details of the refund were relayed via email to the customer. 

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contact Therabody in early January/023 (prior to 1/6 but don't have the exact date) requesting a new battery and charger for a recently purchased theragun. The company said they were going to submit for me to receive an entire new unit. On January 11, the company reached out to say that I needed to return my unit first, prior to receiving a replacement. It was delivered to Therabody on January 17. The company requests 2 week turnaround for replacements to be sent. I contacted them at 2 weeks to ask for an update. They emailed to say they hadn't received an update from the warehouse. And that has been the consistent message until this week where they said the warehouse is updating their system. I asked for clarification on why I still haven't received my product, but I haven't gotten any good answer besides "the warehouse" is working on it. I feel incredibly stuck and frustrated because I could have just returned my unit to where I bought it, and gotten a new one much faster. In my last email to them I told them I would be contacting the BBB because this feels like theft to me.

  Customer Answer

  Date: 03/16/2023

  They sent the item.

• Initial Complaint

  Date:03/02/2023

  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.

  We have had a corporate partnership with Therabody as of January 2022. We were told by our account salespersons ****************************************************************** that any stolen or broken equipment would be replaced. We've gone back and forth with support via email for weeks now, and have been told that there are ERP system delays AND a $300 replacement charge for our commercial Theragun Pros. We've been unable to escalate this issue to management, and are now down two theraguns in our gym with no resolution in sight. We've never had issues with repairs and replacements in the past, but are now being given excuses and policies that were never given nor enforced until now.

  Business Response

  Date: 03/22/2023

  Customer contacted us on 2/7/2023 for support with their Theraguns. We had a system migration from 2/01/2023 through 2/27/2023, which impacted support, this was communicated to all customers and again mentioned to the customer when they inquired for support. 
  
  Our support team issued 2 full replacements on 3/1/2023and there were no charges as these are for warranty. 

• Initial Complaint

  Date:03/01/2023

  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 placed an order for the Therabody SmartGoggles on February 2nd. I received notification that they were delivered on February 4th. No package was delivered. I verified with my apartment complex and the parcel service we use and there was no package from *** delivered on the day / time that the tracking information claimed it was. I contacted Therabody to request further information. I was told (via chat) that they would be filing a claim on behalf. After a few emails of them telling me to wait ***** hours for additional information, I stopped hearing from them. The last email contact I received was on February 21st in which they told me to wait ***** hours for an update. It is now 3/1 and I have yet to receive a response. I sent several follow-up emails requesting an update that went unanswered. I finally hopped back into the chat queue to try and speak to someone (as they have no phone number for customer service). After waiting for close to an hour, I was finally able to get ahold of someone. After a few messages back and forth, they told me that my package had been delivered. I told them that is not the issue at hand. The issue is that I was told I would receive a response several days ago and had yet to hear back. After several more messages back and forth, I was told that the claim was denied. After requesting further information as to why it was denied when I had proof no package from *** was delivered, my chat went unanswered. I am extremely disappointed in the customer service and lack of effort towards fixing the situation.

  Business Response

  Date: 03/22/2023

  Customer inquired for an order status on 2/6/2023. We requested some details to begin the investigation with our warehouse and **** The investigation does take **** business days for *** to complete. Between 2/6 and 2/21 support was updating the customer stating that we were still pending an update from **** *** Closed the claim and denied the request because GPS and proof of delivery showed the package was delivered to the correct address. Between 2/21 and 2/28 support did fail to follow up in a timely manner but we did send an update expressing our apologies for the experience (not responding in time) and how *** had denied the claim for replacement or reimbursement.