Complaints

This profile includes complaints for Theragun, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Theragun, LLC

  6100 Wilshire Blvd Los Angeles, CA 90048-5107

• 

  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:03/10/2025

  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 purchased new, Therabody PRO Plus which retails for $599. The unit I received started creating a lot of noise, the top would pop off creating a danger when using and it started to intermittently stop working. I initiated a remedy via their email/chat support (they do not provide a phone #) Tech support issued an RMA with pre-paid ***** return label. I requested a new replacement be sent and I would return the defective unit but they refused and wanted the return first. ***** lost the shipment and Therabody said they filed a claim w/***** and would send me a new replacement but I have not received. In the meantime they have stopped all communication with me. I paid $532.40 for the device and now have nothing to show for it. I have a RMA # *****-25 if that is needed but they have basically stole $532.40 from me and because they do not provide a phone #, and they no longer are communicating with me via email or chat, I have no resolution. Thanks for your help. I have an email of the chat before they stopped. I can upload a screenshot of the last attempt by me via chat. Also uploaded ***** tracking that shows the package is stuck, not delivered.

  Business Response

  Date: 03/12/2025

  Dear ********* K,

  Thank you for bringing Deepaks concerns to our attention. We sincerely apologize for the inconvenience and delay they experienced.

  After reviewing their case, we can confirm that a replacement was processed on March 2, 2025. We understand how frustrating this situation must have been and regret any distress it may have caused.

  If theres anything further we can do to assist or clarify, please let us know.

  Customer Answer

  Date: 03/19/2025

   
  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:02/25/2025

  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.

  We received the Theragun Elite as a gift over a year ago. It remain basically unused for a year . When we went to use it the battery was dead so we ********** to 100%. However, when pressing the power button nothing happen. We tried recharging and looked for fixes online, only to find our problem was commonand 4he battery was nonreplaceable. I contacted customer service, but when they determined it was out of warranty, they ceased contact. So, I'm stuck with an expensive device that has been hardly used and the company won't fix it orsupport it.

  Business Response

  Date: 02/28/2025

  Thank you for reaching out regarding the complaint submitted by **** *****. We appreciate the opportunity to address their concerns.

  We sincerely apologize for any frustration or inconvenience this situation has caused the customer. However, our warranty policy covers our devices for one year from the date of purchase. In this case, the customer's device is no longer under warranty, and we have not received proof of purchase to verify eligibility. As a result, we are unable to offer a replacement or refund.

  
  We understand that this may be disappointing for the customer, but our warranty terms and conditions are clearly outlined on our website for transparency. If there is anything further we can clarify, please let us know.

• Initial Complaint

  Date:02/18/2025

  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 the PowerDot duo from the official Amazon store and have been experiencing persistent connectivity issues with the device. Additionally, theres a safety concern where it sends excessive pulses without any control over the app. Despite following the troubleshooting guide repeatedly, the customer support has been unable to provide any effective solutions. I am still under warranty and they are not replacing my device. This is absolutely terrible business practice.

  Business Response

  Date: 02/20/2025

  Thank you for reaching out regarding Emmanuels complaint. We sincerely apologize to both the BBB and the customer for the inconvenience and the experience they encountered. This is certainly not the experience we want our customers to have, and we regret any frustration this situation may have caused.

  
  After reviewing the case, we can confirm that the customer was provided with a replacement device on February 6, 2025. If there are any remaining concerns or issues, we would be happy to assist further.

  
  Please let us know if any additional information is needed. We appreciate your time and the opportunity to address this matter.

• Initial Complaint

  Date:02/18/2025

  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.

  01/10/2025-Order placed for the TheraFace PRO and the Hot and Cold rings. Order total was $401.63. 01/13/2025-Order shipped. Order number ***************** 01/15/2025-Order Received. Followed all instructions and device will not power on. Started emailing and chatting through the website for help. There is no phone number to call. I had to send videos or my problem along with the serial number and statement of what was happening. 01/16/2025-Shipping label sent to me and sent device back. 01/23/********* received my return and said it would take ***** business to inspect the device and then I would get instructions on the next steps. 02/05/2025-Sent an email requesting a refund because I had not heard from them. They immediately respond back and tell me another device is on its way but I never received an update or shipping information. They ask me if i want to keep or a return to sender. I asked more questions before making a decision that was made for me. They did a return to sender and the device was supposed to be to me today but it in route back to them and I have not received a refund.

  Business Response

  Date: 02/20/2025

  Thank you for bringing this matter to our attention. We sincerely apologize to both the BBB and the customer for any inconvenience and confusion regarding their replacement and refund.

  
  Typically, customers receive a shipping confirmation email when a replacement is created. However, in some instances, an email may not be sent, which appears to have led to the confusion in this case. We understand how this may have caused frustration, and we are working to improve our communication processes to prevent similar issues in the future.

  
  After reviewing the case, we can confirm that the customer was fully refunded on February 12, 2025, once the replacement item was received back at our facility.

  
  We appreciate the customers patience and understanding throughout this process. Please let us know if any further information is required.

• Initial Complaint

  Date:02/03/2025

  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.

  November 11: I ordered refurbished product and a draft made to my credit card "Refurbished products may show minor to moderate signs of use that affect cosmetic appearance, but have no material impact on performance." (from company email).November 15: Reported product not working to the company.November 17: Returned non-working item by mail "Once your return is marked as delivered, please allow ***** business days for review. After the review, we will email you with an update on your replacements status. The general timeframe for completing the return, processing, and shipping your replacement is approximately 3-4 weeks."November 22: Company received the returned item back into their possession.November 23: Company stopped accepting my emails. "The recipient's mailbox is full and can't accept messages now." (received message to two different emails to the company).January29: I have heard nothing and it is now a month past thetime I should have received a replacement item. This is twice that the company has lied about its products and services. First when it sent me a defective product. Second when it did not honor the timeline it stated for replacement.What do I want now: I want the company to refund my purchase price in full. I cannot trust that the company will provide me with a quality, working product nor honor any future warranty claim. I have held up my part of the replacement process with this company, and they have shown that they are unreliable. I do not want to continue doing businesswith them, as they have twice broken their part of the purchase contract.

  Business Response

  Date: 02/20/2025

  Thank you for reaching out regarding ***** complaint. We sincerely apologize for any inconvenience this situation may have caused.

  
  We would like to clarify that refurbished devices are sold as final sale and are not eligible for a refund. However, in accordance with our policy, they are eligible for a replacement if necessary. In this case, a replacement was processed for the customer on February 1, 2025.

  
  We understand the customers frustration and regret any delays they may have experienced. Our return and replacement process requires a thorough inspection of all returned items to ensure they meet the necessary criteria before a replacement can be issued. While this process can take some time, we strive to complete it as efficiently as possible.

  
  We appreciate both the BBBs and the customers patience and understanding. Please let us know if any further information is needed.

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22875668
  
  I am rejecting this response because:

  I am not satisfied with the company's response. I acknowledge that I purchased a refurbished item. It was advertised as fully functional, just as a new one would be. However, I was sent a defective item that did not work. Company's first lie. 
  
  I have an email that clearly states that my item qualifies for a one-year warranty. In subsequent emails and in this response, the company states that it is a six-month warranty period. Company's second lie.
  
  I acknowledge that I followed the company's warranty exchange policy. I was told that it would be three to four weeks before I would receive a replacement. Nine weeks later I still had not received a replacement. Company's third lie. 
  
  Only after I tried to pursue outside assistance to simply have my money returned to me because they couldn't be trusted to hold their end of the purchase contract did they decide to ship out a replacement item. They disregarded my request and immediately shipped out the item with no acknowledgement that they did not do as they said they would.
  
  This company cannot be trusted to honor anything they say nor can I trust that they wouldn't count the ten weeks in which I had no working item in my possession as part of that warranty period.
  
  They broke their own policy when they mailed me a defective item.
  They broke their own policy when they told me about the warranty period.
  They broke their own policy when they took nine weeks to send me a replacement.
  Now they claim that they have to hold to their policy and can't simply refund the purchase, instead they finally ship out the replacement item.
  
  It seems that it's fine for the company to not hold to its own policy, but it will force customers to jump through hoops to meet their policy. 

  Sincerely,
  **** *****

  Business Response

  Date: 03/06/2025

  Hello ********* K,

  Thank you for following up regarding this complaint. We appreciate the opportunity to address the customer's concerns and provide clarification on our policies and actions.
  As outlined in our publicly available policy, refurbished devices are not eligible for a refund. However, we do provide warranty coverage for defective units, and we have adhered to our stated warranty process in this case.
  Upon receiving the customer's warranty claim, we followed our standard procedure by approving a replacement for the defective item. While we regret any delays in the replacement process, we did ultimately fulfill our obligation under the warranty policy by shipping a fully functional replacement device. The replacement was processed and shipped as part of our commitment to honoring the warranty terms.
  The customers rejection of our response does not negate the fact that we have acted in full compliance with our stated policies. The terms and conditions of our warranty and refund policies are clearly outlined on our website and are agreed to by customers at the time of purchase. Furthermore, while we acknowledge the customer's frustration, the delays they experienced do not entitle them to a refund under our policy, and we have made every effort to resolve the situation within the scope of our established guidelines.
  At this time, we consider this matter resolved, as we have provided the customer with the replacement to which they were entitled. Should the customer require any further assistance related to their replacement device, they are welcome to contact our support team directly.
  Please let us know if any additional clarification is required.

• Initial Complaint

  Date:01/13/2025

  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 have returned the products because I saw a cheaper item that I can get in another store. we've been emailing each other for the return process. they're asking for serial numbers so i had to let my brother open the box that it came in and send me pictures. there are 2 items in the box. 1 is the main item which is the Theragun Prime Plus ($399) and a Theragun Cold Plus Attachment which came free like a discount. I brought the box with me to work the next day, sealed it, put on the return label they've sent thru email and had ***** pick it up together with our office packages. When i emailed them regarding my return they initially said that they don't have it yet even though I've checked the tracking no. and it was delivered already. When they finally got it they said that it was missing an item, the main item ($399). They said that their gonna investigate so it took a few more days and they finally told me that they can't give me a refund because there's a missing item. My world crumbled. It's the first time this ever happened to me and it's a big ************ still paying for it up to now. I told them I can't accept their decision so they would help me by filing a claim with *****, and it got denied. I didn't steal the money that I'm using to pay for that merchandise. It's hard-earned money. I don't know what to do. Please help.

• Initial Complaint

  Date:01/10/2025

  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.

  There is no other way to contact customer service other than their chat on website. They do not respond to ******** there is no workable telephone#.I have chatted with two different people who tell me to wait for follow up email on replacement that never comes. I purchased the "Recovery Therm Back Belt" 4/22/24 for $249 & it is still under warranty but the battery is defective & won't take a charge. They explained that they would send a whole new belt since they don't sell battery separately. I have been waiting for this info that doesn't come. The newest person on chat, ******* tells me to be patient, that email is coming & offers no explanation why it's taking so long.

• Initial Complaint

  Date:01/02/2025

  Type:Sales and Advertising 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 have had 4 TheraFace Pros stop working within the year. Each time it took 6-8 weeks to receive the new device. They only work for 2 months before they break. My 4th one broke last night, 2 weeks after the one year warranty (but its only 3 months old) . I also had two Power Dot Duos that broke within a year. I own 8 Therabody devices. Your customer service is abysmal. I want to speak to a CEO. I am a social media expert. I am going to blast this everywhere. I want a. NEW replacement (not refurbished) sent to me ***************.

  Business Response

  Date: 01/03/2025

  Hello *********,

  Thank you for bringing this matter to our attention. We sincerely apologize to the customer for their experience and any inconvenience they may have faced.

  After reviewing the case, we found that the customer was provided with a full refund for their device on December 20, 2024. Based on this resolution, the issue should now be resolved.

  If there are any additional concerns or further steps needed, please dont hesitate to let us know. We value the opportunity to address any remaining questions or ensure the customers satisfaction.

  
  Thank you for your time and assistance.

  Customer Answer

  Date: 01/16/2025

   
  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:12/17/2024

  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 ordered a Theragun Pro Plus during Black Friday. My order never shipped. I had to email them and ask them about it. They finally responded and said they were shipping it. I told them I don't want it and canceled the order. They sent a Return To Sender to ***. I never received anything. They still have not refunded my money and are holding it hostage! They have extremely poor and rude customer service via email only. No human to talk to.

  Business Response

  Date: 12/27/2024

  Hello ********* K,
  Thank you for bringing this matter to our attention. We wanted to provide an update regarding the customer complaint referenced in this case.

  
  A refund for the customer has been successfully processed and, according to our records, was completed on 12/26. The customer should see the funds returned to their account within 3-7 business days, depending on their banking institution.

  The delay in processing the refund was due to correspondence with **** as their records indicated that the order had been delivered and was not returned to us, contrary to the customers claim. However, we have since filed a claim with *** regarding these orders and prioritized resolving the customers concerns.
  Since the refund has now been processed, we consider this complaint resolved. Please let us know if any further action is required.

  
  Thank you for your understanding and assistance in this matter.

• Initial Complaint

  Date:12/17/2024

  Type:Billing 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.

  All together I have been charged $1645.33. I was double charged $277.08 on December 16th. I was charged two transactions on December 9th for $134.20. There is no phone numbers to call. I screenshot all the transactions from my HSA and ************

  Business Response

  Date: 12/17/2024

  Dear ********* K,
  I hope this email finds you well. I am reaching out regarding a recent customer complaint concerning a refund and duplicate charges.
  Upon reviewing the situation, it appears that the customer placed two separate orders. Unfortunately, both orders were processed and shipped before we were able to cancel one of them. Our team promptly initiated a recall for one of the orders, and once the item was successfully returned, a refund was processed for that portion of the order.
  For the remaining items in the second order, we provided the customer with a return shipping label to facilitate the return process. Once these items are received at our warehouse, we will promptly process the refund for the customer.
  We are committed to resolving this matter as quickly and efficiently as possible and will ensure the customer is fully reimbursed for the duplicate order. If any additional details are needed, please do not hesitate to let me know.
  Thank you for your attention to this matter.