ComplaintsforBetter Health Company

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sept 14, 2023, I paid $139.95 to Better Health Co (***) for order #*****--Foot Spa - Complete Kit (with round array) 1.On 9.19.23, the order arrived & I set about trying to put the unit to work, to no avail. The unit did not work as promised, even though I tried several times that evening, following their directions.. The same evening, I called *** to find out how to return the defective unit, but their voice mail wasn't working & would not record my message, so I sent two emails, one on 9.20.23, one using the standard email & the other by filling out a form on their home page.I also sent a text message on 9.20.23, asking how to return this unit for a refund, since they have a 30 day money back warranty, that says this: "...we offer a 30-day return policy through our money-back guarantee."My complaint was that the unit wasn't working & was emitting a hi-pitched whine. They replied by email, ignoring completely the whine I described, instead focusing on a beeping sound, which I had not typed into my email, since there was no beeping sound.They gave me no directions on how to return the unit for a refund. I replied & again asked how to return this unit for a refund. That was yesterday & no reply.I fear that they are trying to drag this situation out to get past the 30 day return limit, certainly not replying to my concern Their rules state that the buyer pays the return shipping charge, which I can do, but I'm asking for a full refund, since they originally sent me a defective controller unit.Here's their promise: "The Ionic Cleanse Machine is a high-tech water detoxification system that facilitates the bodys ability to heal itself. Regain health and vitality with Ionic Cleanse Detox Foot Spa Round Array foot spa system."A full refund for this defective unit is requested.

  Customer response

  10/03/2023

  I have been in touch with *** again & they are still dragging their feet. The defective unit was returned to BHC via *** on Wednesday, September 27 at 9:27 am & signed for by an ******. I've added both my email to them, & the *** receipt.

  They still say they need time to look over the unit, even though it has been two business days AFTER they received the defective unit that I emailed them.

  Thank you for your time. I appreciate your attempt to set things right.

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

  Business response

  10/18/2023

  We are very sorry to learn about the issues you have had with our customer service. We are working hard to ensure a positive experience for all customers. After looking at this order, it appears the return was delivered to the wrong address. The person who signed for this package is not known to us. Regardless, we have issued a courtesy refund for the full amount of your order. 
  

  We hope to be able to serve you as a customer soon!

  Customer response

  10/18/2023

   
  Complaint: 20641598
  
  I am rejecting this response because: I am replying this way to let the BBB know that the address that the defective unit was sent to is the address that Better Health Company (***) sent me as the address they sent that I was to send the defective unit to. I have enclosed a copy of that email.

  As for *** issuing a full refund, I'll have to wait to make sure my credit card company has acknowledged that return.
  
  Sincerely,
  
  *******************

  Customer response

  10/21/2023

  Today, October 21, 2023, I received confirmation from my **** card bank that this issue was resolved in my favor, so the complaint can be closed.

*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. ↩