Complaints

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:05/26/2025

  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.

  January 2025, approx $160 Reusable hot and cold packs to relieve pain with full warranty TWO OF THE PACKS BURST AND SPILLED HOT FLUID OVER MY BACK AND I WANTED A REFUND OR AT LEAST A REPLACEMENT. I have sent numerous email with a token response without any action

  Business Response

  Date: 05/27/2025

  Hi there, 
  
  Please review our email thread we have reached out to address your concerns. 
  
  Thank you!

• Initial Complaint

  Date:05/02/2025

  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 some reusable hot and cold packs from Clix Therapy at the ************** on Dec.2,2025. I was told it came with a lifetime warranty and if I had any issue to contact them and they would replace it free of charge. When 1 of my items broke I have tried to contact the company but there was no phone number to call only was able to submitted a claim on their website. It has been over a week and I have not received any confirmation, an email or any indication of the next steps. I would like my item replaced as promised by the warranty or my money back.Thank you

  Business Response

  Date: 05/05/2025

  Hi there, 
  
  We received your email to us and had sent over a response on April 29th. The email we sent included a link for a form to be completed in order to receive the free replacement item! The form is required as we need your shipping information.  Please check your spam folder for our email - we have resent it for you. 
  
  A copy is attached here for reference. 

  Customer Answer

  Date: 05/20/2025

   
  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:04/15/2025

  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 several of their products while attending the home show at the ****************************** on 4.12.25. The products purchased included (2) neck and shoulder reusable heating pad, along with a back and knee heating pad and a box of 4 hand warmers. The total of the purchase was $276.86 for all. I was told the how to use the products and was assured in person of the 30 day return policy. I used one of the neck and shoulder heaters, the back and knee and one of the hand warmers. Needless to say that not if the three items used will now work. These were expensive items that are now useless after 1 use. Ive sent multiple emails and submitted several tickets through the CLIX THERAPY ********** response to any of them. I was able to find one phone number associated, but low and behold its out of service.

  Business Response

  Date: 04/21/2025

  Hi there, 
  
  Upon reviewing our correspondence with you, we can see proof that your claims of not receiving any response from us is not accurate. 
  
  You had emailed us on April 15th and we replied the exact same day of which we will be posting proof of. In our email thread, we explained how to fully use the items and when decided to return, we provided return instructions. We have actually not heard back from you, and have not received any returned merchandise. 
  
  If you could respond to our emails, we will gladly continue assisting you and process the refund. You do have a 30 day return window but communication and a return of merchandise is required in order to complete that process. 
  
  We will await your response. 
  
  Document attached of all correspondence with customer. 

• Initial Complaint

  Date:03/25/2025

  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 4 reusable hot and cold packs from Clix Therapy at the Big E estates fair in **************. I was told it came with a lifetime warranty and have a card they gave me that indicates the warranty. When 2 of my items broke I have tried to contact the company and the email provided isnt up and running nor is the phone number. I submitted a claim on their website but received no confirmation or indication of next steps. I would like my item replaced as promised by the warranty or my money back.

  Business Response

  Date: 04/21/2025

  Hello,
  

  The first email we received from you was on March 25th 2025 at 11:21am, less than an hour later, at 12:34pm we sent a response to you. 
  
  We understand the item was damaged and do cover all our items with a full 5 year warranty. On March 25th, directly after you sent us your initial email, we replied and provided a replacement shipping form for you to complete in order to receive a new item. That was successfully delivered to you on April 9th 2025. 
  The series of events is as follows;
  
  March 25th 2025 - We receive the email from the customer 
  March ********* - Our customer service support responds to the complaint
  April 4th 2025 - Clix Therapy warehouse shipped out the free replacement item
  April 9th 2025 - Replacement item successfully delivered to customer address.  
  
  We have attached all correspondence with the customer as well as proof of delivery for the item. 

  
  

  Customer Answer

  Date: 04/21/2025

   
  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:03/19/2025

  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 Clix Therapy hand warmers pack and the neck and shoulder. I purchased these items over to weeks ago at the ******** Montama home show. The very next day I had the head and shoulders pack start to leak. I wanted to take it back but they were ready packed up and gone. Then my hand warmer my daughter used to leak. I messages the company right away the next day. They still have not gotten back to me. I wanted to return the items for a full refund. This company is hard to get a hold of and its almost impossible to get any sort of assistance. I still want a refund and I am not satisfied with the product only being used 1 day and already having issues.

  Business Response

  Date: 04/21/2025

  Please note the client was refunded on 04/10. 
  
  We attached the proof here. 
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 on 03/15/2025 as the Indiana Flower and Patio show- the information never indicated what once the wrap is activated - it becomes hard as a rock and only way you can reuse is by boiling in hot water - and just felt that should have been explained better. I would have said no and not purchased if that had been disclosed. I will return for a full refund.

  Business Response

  Date: 03/17/2025

  Hi there. 

   

  We have reached out to you via email to assist you as we cannot do on this platform. We have not yet received any correspondence from you but have reached out to initiate the return process!

  Thank you, 

   

  Clix Therapy.

  Customer Answer

  Date: 03/17/2025

   I have forwarded to them the information/receipt of my purchase and also stated we can send back the product. 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23075460
  
  I am rejecting this response because: I have forwarded to them the information/receipt of my purchase and also stated we can send back the product.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/20/2025

  Please find 

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

   

  this is the receipt for my purchase and still no response from the business.  

  The Indiana Flower and Garden show has reached out as well as they are concerned.  If I had time I would drive back down to Indy and obtain a refund as they have a rule that any guest who comes back and request a refund is entitle to a refund... so I do hope the business will do the right thing and refund and allow me to mail pack the product. 

  Customer Answer

  Date: 04/04/2025

  I have heard nothing from the vendor and I have sent several request and proof of purchase and explained we would return the product. 

  Customer Answer

  Date: 04/21/2025

  No I have had no response from the vendor after I provided proof of purchase and no response.  We just want back the money spent not the tip... and we will send back the product 

• Initial Complaint

  Date:02/02/2025

  Type:Product 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.

  The business is supposed to provide me a refund as they had written to me they would, but they are now ignoring all my emails and it has been nearly one month.I purchased a Clix Therapy product for $68.64 on 12/24/24 at ********** ************************ at a booth- it was meant to be a gift for my father who recently complained of foot pain. I specifically asked the sales *** if the product would fit a size 11 mens shoe size and she said yes. I gifted it to my father for Christmas the next day and the product did not fit his size 11 foot at all.On 12/28/24, I emailed the company inquiring for a refund because of the inaccurate description the sales *** provided On 12/30/24 they ***lied with an offer to give a 50% refund while I keep the product, and I refused the offer same day.On 12/31/24, the customer service provided me steps to ship the package to their offices in *****, ** within 30 days of purchase to receive a full refund, and to provide them with the shipping receipt to process the refund.On 1/13/25, I shipped via ****, paying $10.93 out of pocket to ship to their address, well within 30 days of purchase, and emailed them their requested info. **** notified it was delivered on 1/16/25.I have since sent 3 follow up emails, and I am not receiving any responses. I am distraught at how they are treating me as a customer - they now have their product back and I have already spent nearly $80 including **** shipping. I am sending our email communication, receipts and **** tracking detail to showcase how I have done everything the business told me to do and yet they are failing to provide me with the promised refund. I request your assistance in rectifying this situation and ensuring Clix Therapy does not ***eat this with any future customers

• Initial Complaint

  Date:01/30/2025

  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.

  I purchased products from this company on 9/1/24 and they were defective and did not work as advertised. I complained and they had me send them the products back and they never refunded my credit card. The total amount that was swindled from me was ******

• Initial Complaint

  Date:01/25/2025

  Type:Sales and Advertising 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.

  On January 24, 2025, I went to the Rocky Mountain dental convention in ********. I went over to the vendor to inquire about heating pad that was advertised and demonstrated for me. When I decided to purchase, I made the purchase and then opened my heating pad to it out. I activated the heating pad and it immediately got warm but then quickly cool down and then ****** into the texture of a rock. I wentback to the vendor, and he assured me that the product would be reset after putting it in boiling water. throughout the day it continued to ****** so once I went home, I boiled it. After taking it from the pot, the liquid burst from the heating pad. The liquid is very dangerous as it continues to heat up from friction. The number for the company is unreachable, as the voicemail box is full. There is no correspondence for returns or refunds. This company is extremely fraudulent and has predatory sales practices.

• Initial Complaint

  Date:01/10/2025

  Type:Delivery 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.

  I purchased multiple items from this company before the Christmas holiday as gifts. One of the items was defective and not functional and should be replaced by the company under the terms of their warranty. I have tried reaching out to the company multiple times...twice through their website's "Submit a Damaged Item Request" page...and another attempt via email. I have received no follow up correspondence or acknowledgement from the company. In reading other complaints filed through the BBB it is the same issue. The company simply ignores you and gives no customer service or follow up via their website or email. They list no phone number to contact them at. It seems this company has a history of this based on other complaints. Please help me resolve this. Thank you.