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:02/28/2023

  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.

  Order Number: ***************** Purchase Date: 02/19/2023 Order Number: ***************** Purchase Date: 02/12/2023 Delivery Dates: 02/23/2023 (Package delivered to correct address - missing contents 12 ********************* Dot Duo 2.0, Also, came with a broken power dock.)Delivery Dates: 02/27/2023 (Package sent to wrong address - when shopping receipt was MY address - Package was open as well. Missing contents: 12 Electrode Pads, Broken Thera Face.)Now Ive contacted them numerous times. They dont even have a direct line of communication. No email, no text, no phone - ZERO. I had to fill out an online form. It took them ***** hours to finally contact me. When they contact you its to NO-REPLY service. Youre literally at their mercy as to when they contact you. Its ludicrous. Ive talked to 1 person in almost a week. Not only did delivery take weeks. Its incomplete. Theres broken equipment. Its sickening. Complete Joke.I just want my money back at this point immediately. Theyve continually dropped the ball and Im sick to my stomach. They can handle the re-stocking fees.

  Business Response

  Date: 03/22/2023

  Customer initiated contact across 4 tickets all on 2/24/2023.Customer contacted us due to issues with the delivered order, our warehouse investigation states that all items were accounted for and shipped as ordered. However we are working with ***** as it seems the package was poorly managed and possibly tampered with. 

   

  Replacement with all items in working conditions, "Package was received at 1:03 CST - all contents are fulfilled and in proper working condition," on 3/3/2023.

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/28/2023

  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.

  On 2-7-23 I purchased multiple items from Therabody/Theragun. Order#*****************. I have tried to file a return for these items but their website doesn't work to do this task. I have tried to contact the company numerous times via email and they have not responded. There isn't a customer service number to call -- and because this company has a 60 day return policy -- I am concerned that my return will not go through in time to qualify for their return-timeline-conditions if they keep ignoring my requests for help in returning their products. Here is what I am trying to return -- "Revive CBD Body Balm Stick" (x2) $98.00 - in original packaging, unused "Therabody ProPack" $74.50 - in original packaging, unused "Procare" -- $100 insurance for a product that I no longer want or need "Theragun Pro" $429.00 Please help me with this, I simply want to return my unopened, unused products, with a company who is refusing to help.

  Business Response

  Date: 03/31/2023

  Customer contacted us on 2/22/2022 requesting a return since our system was down for 3-4 weeks. This was explained to the customer and that we would assist with no impact to his policy on 2/24/2023. We started the process for return on 3/16 when systems were operational and provide a RMA# with a prepaid label for the delay. 
  
  Customer stated on 3/16/2023 "My gosh you made my day ... tears as I read your email. Your items are all boxed up and ready to go. I should have them in the mail by tomorrow. Thank you, thank you, thank you."

  Customer Answer

  Date: 04/01/2023

   
  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:02/22/2023

  Type:Customer Service 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 initiated a purchase on 1/31/23 of the RecoveryAir PRO Compression Pants. Therabody's site stated it would ship in 2-5 business days. After several days passed, I reached out to Therabody regarding the status of my order - with a chat representative who stated their system was down, so they wouldn't be able to locate my order. I waited a week & reached out again to receive the same reply: system down. After several days of no communication nor update from them. I requested a cancellation/refund - to which they've again replied their system is down & they cant process a refund at this time. It's approaching a month. Please help me

  Business Response

  Date: 02/27/2023

  We are still encountering a system issue, however we manually issued the refund to avoid delay. Once our systems are operational, we will cancel the order. Customer should have received confirmation of the refund from the payment processor used at checkout.

• Initial Complaint

  Date:02/22/2023

  Type:Customer Service 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 initiated a purchase on 1/31/23 of the RecoveryAir PRO Compression Pants. Therabody's site stated it would ship in 2-5 business days. After several days passed, I reached out to Therabody regarding the status of my order - with a chat representative who stated their system was down, so they wouldn't be able to locate my order. I waited a week & reached out again to receive the same reply: system down. After several days of no communication nor update from them. I requested a cancellation/refund - to which they've again replied their system is down & they cant process a refund at this time. It's approaching a month. Please help me

  Business Response

  Date: 02/27/2023

  We are still encountering a system issue, however we manually issued the refund to avoid delay. Once our systems are operational, we will cancel the order. Customer should have received confirmation of the refund from the payment processor used at checkout.

• Initial Complaint

  Date:02/18/2023

  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.

  Theragun pro was shipped back to Therabody at their instruction. I have a receipt from ***** that they signed for it.For 30 days they have been telling me they are under a "system migration" and can not help me now. They give me no timetable of when they will resolve issue. They are still selling product so they could replace it. I want a replacement #RMA92713

• Initial Complaint

  Date:02/16/2023

  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.

  Last September 2022 I made a purchase of $2503.35 through Therabody. I was not given a receipt of purchase for the items I ordered and I waited 3 months with communication form Therabody that "my packages are on the way and to confirm everything is in the order once it arrives." This is a clever trick I imagine as their return policy is 30 days and so if they do not send you the items for long enough perhaps they can get away with stealing your money. I've been in constant contact with corporate for 5 months now to no avail. No one is able to locate my order or process a refund. Communication is severely lacking and they will pass the buck to whoever gets to hear your sad story next. I have no items to show for my $2500 dollars or any hope of resolving this quickly. My money is held hostage by a company unwilling to help its customers! Ive brought several clients to Therabody through my suggestions but now that Ive tried to order more items I see that the company's values and morals are severely compromised. All I want is fair treatment, communication, and honesty. Is that so much to ask for?

  Business Response

  Date: 03/22/2023

  Customer attempted to process an order for $2905.57 at total of 10 times from 8/21/2022 through 8/29/2022 all 10 orders failed due to fraud protection. Therabody is unable to provide a receipt due to the failure of each transaction. 

   

  Customer contacted support twice, once on 8/29/2022 and 8/30/2022. 

   

  Customer would have to contact his financial institution to have any funds released since Therabody did not transaction on any of the attempts customer made. 

• Initial Complaint

  Date:02/13/2023

  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 a theraface pro on January 9th. It was listed as 1-4 days for shipping. I didn't receive the item for 11 days. I ended up not liking it and returned. It was received on January 30th and signed for ****** confirmed). It's been TWO WEEKS and I haven't received a refund. The customer service team has stated that their system is down as they undergo updates, but in reading others complaints on BBB, ****** and Instagram I can see that there are many others that have been scammed out of a refund.This item cost me $300 and they aren't refunding me. Will never order from here again.

  Business Response

  Date: 03/22/2023

  ******** contacted us after his order was delayed, order was placed on the evening of 1/9/2023 and order was dispatched on 1/14/2023 still within our 3-5 business day SLAs for shipments. With the time in transit and the weekend the order was delivered on 1/20/2023.

   

  Customer requested a return on 1/24/****** which we assisted with, this was relayed to the customer on 1/25/2023. We issued a full refund to the customer, refund was issued on 2/17/2023, 17 days after the package was received at our warehouse on 1/30/2023, this is outside of our standard 10 day SLA, however the refund was still issued. 
  
  Unfortunately we had a system migration which impacted our processes to service all customers for over 4 weeks. This delay was communicated to the customer and a reminder was sent to the customer every ***** hours during the disruption.   

• Initial Complaint

  Date:02/08/2023

  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.

  purchase date: 2/13/2022 order # ***-9317824-2166629 Amount: $161.44 problem: unit is turning on and it comes with 1 year warranty Issue: contacted the manufacturer may time in the past but they are not responding please note my address (moved to new apt)

  Business Response

  Date: 03/22/2023

  Customer contacted us twice, once on 2/5/2023 and the second on 2/8/2023, in both emails we requested more details however the customer never followed up. We would gladly assist but do require the customer to follow up so that we could proceed with assistance. 

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Theragun Prime, 4th generation on June 12, 2021. The Theragun charges, but goes from 3 bars to 1 bar in 5 minutes, then less than an hour to deplete the battery.Theragun said the one year warranty is passed, and I am on my own. I am stuck with a $300.00 useless massager with a bad battery.

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Email: *********************** Serial number: ********** Order number: ********** I'm having a really difficult time with customer service, both via email and chat.My wife (under email address *********************** and device serial **********, and order **********) emailed a rep named ******************** To make a long story short, my Theragun mini broke for the second time. The first time, I was forced to send it in and be without my Theragun for 2 weeks until I got the replacement. The device broke again and now I'm being asked to do the exact same thing. I let ******** R know that I am not ok with going through this a second time and being without my device for 2 more weeks, as I am an athlete, and this is getting very frustrating. I explained that after spending 250$ and the device breaking twice, I deserve a unit sent to me first this time. I am ok with a temporary hold charge on my credit card. I stated that if she cannot help, I would like to be put in touch with a supervisor/manager. ******** however continues to ignore all my concerns and simply keeps repeating the same thing like a robot: "once your provide tracking we will start your replacement". Therefore, I reached out through the chat service and spoke to *******. However, I was given the exact same robotic responses. I asked to speak to a manager (for the third time now) and was told to wait ***** hours. Obviously, nobody reached out.I am shocked that a company will charge 250$ for a massage gun, claiming it is of such great quality, yet when the device fails already twice, nobody wants to take any responsibility, and all the burden is placed on the consumer. This is unacceptable, and I would like *********** replacement sent to me first.