Complaints

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

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  REATHLETE.PRO

  155 Office Plaza Dr Fl 1 Tallahassee, FL 32301-2844

• 

  REATHLETE.PRO

  910 Foulk Rd Ste 201 Wilmington, DE 19803-3159

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:03/17/2025

  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.

  My partner received a product made by Realthlete (HEALR massage boots) as a gift. He used them a couple of times just fine but on or about June 2024 after a long day he put them on and they broke right off his legs as they expanded. The product is defective. I reached out to the business who agreed to take full responsibility. They requested that I send a video of the defect and I did so on 3 separate occasions(7/2024, 8/2024, 1/2025). I received confirmation from We Transfer (the source that they requested I use) that the video was successfully submitted but the company never responded. When I reached out to follow-up they did not respond. I would like a shipping label to return the defective item and a comparable replacement.

  Business Response

  Date: 03/17/2025

  HI.

  Please see 2 tickets from our side to this complaint and here are our notes:

  1. The client did not provide ANY order id. He said he received it as a gift. For a warranty to take place and for our support team to help, we need to know the order ID to verify warranty window ( we give 1 year full warranty ). Without the order ID, we can't provide support ( for all we know, he could have bought it 2nd hand or ebay, when the product is out there for 3 years and to demend warranty, This is not how we work).

  2. The client didn't reply back to us, and it took the client months to reply back, he even didn't reply back after our ;last message to him ( see 2 screenshot from our CRM with conversation with the client.

   

  With all the info above, we can't give the client any help with warranty unless he provides order ID, and for us to know that the warranty window is still open.

   

  Thank you very much.

  ****** ****.

  ReAthlete CEO

  Business Response

  Date: 03/27/2025

  This client already opened a case on this, and BBB closed it. This is the 2nd time the client open a case on the same thing, so here is a copy past from my previous case that BBB agreed that we won it:

   

  HI.
  Please see 2 tickets from our side to this complaint and here are our notes:
  1. The client did not provide ANY order id. He said he received it as a gift. For a warranty to take place and for our support team to help, we need to know the order ID to verify warranty window ( we give 1 year full warranty ). Without the order ID, we can't provide support ( for all we know, he could have bought it 2nd hand or ebay, when the product is out there for 3 years and to demend warranty, This is not how we work).
  2. The client didn't reply back to us, and it took the client months to reply back, he even didn't reply back after our ;last message to him ( see 2 screenshot from our CRM with conversation with the client.
  
  With all the info above, we can't give the client any help with warranty unless he provides order ID, and for us to know that the warranty window is still open.
  
  Thank you very much.
  ****** ****.
  ReAthlete CEO

• Initial Complaint

  Date:03/27/2024

  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.

  On Thursday March 7, 2023, I purchased from Reathlete, with Free Shipping 2-6 business days, expecting to have it in the next week, if not early the following week. On Tuesday March 12th, I reached out, received a lie about it needing 6 business days to ship in the first place, and then the agent "Iris" ignored my response. 3 days later, still no shipping, called twice, left a voicemail during their business hours, finally received a phone call back, and was lied to about delays and issued a $20 refund. On Monday the 18th, 7 business days after placing the order, it had a "label created" and since then has never updated as it was never shipped. I reached out on the 20th, received another canned response, and lie about it having shipped, reaching out again, over multiple forms of communication on the 22nd, same lie about it shipping, and few if any messages, no answered phone calls either. I have sent innumerable communications over every form of communications to this company, with few if any responses, including on the 6th and 7th business day since they lied about shipping the order. The company fails to perform even the most basic customer service, and cannot be bothered to answer when a customer they have wronged does their job for them and educates the few customer support representatives on how they should do their jobs.

  Business Response

  Date: 03/27/2024

  Dear Client.

   

  Thank you very much for bringing this into our attention and we are truly sorry about that.

  Please reach  out to ********************************* and I will personaly solve this.

   

  Thanks.

   

  Customer Answer

  Date: 03/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21490251

  I am rejecting this response because: I got one email from the *** and 30 minutes and 5 separate emails, 2 phone calls later, the *** cant be bothered to respond as his company is a fraud

  Regards,

  ***************************** Iii

  Business Response

  Date: 03/28/2024

  It appears that nothing we try satisfies you, and the way you communicate with our support team discourages them from assisting you, which is understandable. We prefer not to have customers who exhibit such behavior. Once you get your product, you are more than welcome to return it back.

  Customer Answer

  Date: 03/28/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21490251

  I am rejecting this response because: your support team would need to attempt to do anything in the first place in order to satisfy me. You  have never shipped my order, if you had, by accident it wouldve arrived by now. Your support team has failed to answer any phone calls, or the numerous voicemails Ive left, messages, emails, including to you. You asked for this war on your scam company, overnight my order thats still in your warehouse immediately.

  Regards,

  ***************************** Iii

  Business Response

  Date: 03/29/2024

  We spoke over the phone, it was a nice call and we agreed that both sides could have done things better. Client received a refund and will received the order as well next week.

  Customer Answer

  Date: 04/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***************************** Iii

   

• Initial Complaint

  Date:01/29/2024

  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 placed my order over a month and a half ago. I've called multiple times. Every time I call they tell me it's going to be shipped out that Friday. They charged my card but still no product. I contacted my lawyer to help me navigate this and possibly pursue. They finally said they are resending through another shipping provider. Received a tracking number. Label is created but ***** has not received the actual product.

  Business Response

  Date: 01/29/2024

  Hi.

  Indeed you are correct and we are truly sorry for that.

  We has an issue with **** packages.

   

  We sent you a new unit last week, tracking link *************************************************************

  which is ***** ******** ****** ******************** and delivery date is tomorrow.

   

  Again, sorry for the inconvenience.

   

  Thanks 

  ReAthlete

  Customer Answer

  Date: 01/30/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: you said you sent again through ***** and it was to be delivered today but ***** has no delivery date scheduled. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/31/2024

  HI.

  Tracking number ************************************************************* shows "out for delivery" today for the client

  How can we asist any further ?

   

  Thanks 

  Customer Answer

  Date: 01/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:01/25/2024

  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.

  December 19 I placed an online order for a leg massager unit from the website of Reathlete. It was supposed to be a Christmas/birthday gift for a dear friend. After placing the order, I see that the shipping can take up to 20 days. A little disappointed but fine. January 9. I reached out to ask for shipping details. The tracking number provided to me ******** has consistently and still does say label created but no tracking information. I was told via email that there was a shipping delay from the holidays and a check back in two days and it should be updated. January 11 I emailed back the tracking information did not change and asking for help. On the 15th they replied, Our team is working closely with our shipping partner, ***** rectify the situation, and ensure it does not happen in the future. We want to assure you that your package is still on track and have taken immediate steps to expedite its processing. Tracking information will be updated in the next couple hours. Well it wasnt. I emailed back on the 16th. They replied on the 17th saying its out of their control. I emailed on the 20th asking for a refund. They replied on the 22nd saying they cant cancel the order and will not give me a refund. we anticipate that it may take a few additional days for your order to reach you. Please be assured we are doing everything on our means to resolve this matter promptly. I replied, saying I dont want to wait. I sent another email on the 23rd saying after 10 1/2 minutes. No one answered the phone and I gave them three ways to resolve this. And I wanted a response by the end of day. This was over 24 hours ago, and no reply. I am disputing the charges with my credit card company. I would like your help to expedite this process. I suggested they send me a replacement order and a return shipping label that I can use if the original order ever gets here. I think that wouldve been a great customer service. But its obvious they dont want to resolve this.

  Business Response

  Date: 01/25/2024

  HI Dear.

  We understand the current situation and sincerely apologize for the inconvenience. We recognize that experiencing a significant delay in your shipment can be frustrating, and we genuinely regret any inconvenience caused.
  As the package is currently in the possession of ***** we are actively working to resolve the issue with them. Unfortunately, we are unable to process a refund at this time.
  Please note that your 30-day return window will commence upon receiving the product. If you decide to return it after receiving it, we will gladly provide a return label at our expense.
  Alternatively, if you choose to keep the order, we would like to express our gratitude by sending you a complimentary gift the REATHLETE 40OZ DrinQ bottle. If you are interested in receiving this gift, please reach out to our support team for assistance.

   

• Initial Complaint

  Date:01/18/2024

  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 ordered on December 15th. They said 10-20 days for shipping. It is now January 17 and I still don’t have it. They have a bogus tracking number up and every time I email them they come back with the same old mess, They said I can’t get a refund but I can’t get my product,please help

  Business Response

  Date: 01/18/2024

  HI.

   

  We are truly sorry about the delay, and we know that there is a delay.

  We are checking this with ****.

  The problem is that if we refund now, you will get your package because we can't stop it, it's alrteady on the way.

   

  Please give us few more days, the tracking number supposed to get an update.

   

  Customer Answer

  Date: 01/18/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: this is the same lie they have been telling me. I work for **** so that lie is not legitimate. It’s been over a month. 

  
  

  Regards,

  
  

  **** *******

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 01/21/2024

  The tracking is still the same as it was on day 1. I want my refund. This is a scam

  Business Response

  Date: 01/23/2024

  As we stated, we handed the unit to **** and can not return it back.

   

  Once you get the product if you still don't want it you will be able to return it for a refund,

• Initial Complaint

  Date:02/24/2023

  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.

  On 2/3/23, I returned a defective item from order number ** *****. I had to pay shipping charges because they would not accept photos, only a video. The video upload program did not work. I was told that I would still receive a refund of the shipping charges ($73.80), because it was defective. Now, I am being told that they will not refund the shipping charges. I have received the refund for the defective item. I am asking for a reimbursement of the shipping charges ($73.80). Thank you.

  Business Response

  Date: 02/26/2023

  HI.

   

  Thank you for reaching out.

  Indeed, we received the unit and refund the entire cost of the order.

  There is no chance that the return shipping cost was $78. 

   

  Please send a proof on the shipping cost.

   

  Thank you

   

   

  Customer Answer

  Date: 03/02/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:02/01/2023

  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 bought a product from this company in December and while shipping was fast, the item, brand new out of the box, was defective and would not work as intended. They hassled me about returning if through email, it says “Money back guarantee” on their website but apparently that only means a portion of the money. I returned the item to them and then returned my money minus the shipping stating they dont return the shipping ever. I called in and talked to a gentleman named brian and explained that it was completely defective brand new out of the box and he said i was just looking for a reason to complain. Its only $8 shipping but hands down the worst company i have ever dealt with. It is such a shame because i really love their products( when you get one that works). Any company that send a defective item like that and wont bother helping a client out needs looking into and i think advertising “money back guarantee” then charging a restock is ridiculous, let alone when they sent you a bad product.

  Business Response

  Date: 02/02/2023

  Thank you for bringing this into our attention.

  According to what we have checked, the client sent us a video showing the unit is defective.

  We then sent her a prepaid label to her with an email on how to return the unit. You can see the email attached

  For the return fee, you are correct, I can see that since this is a defective unit, you need to get the full refund, we will do that now.

   

   

   

• Initial Complaint

  Date:12/13/2022

  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.

  They sent me a defective product and are refusing a refund. (Claiming the window for a refund had passed) Item was left at my home by FedEx on December 9th 2022. I got home and opened it December 10th, noted the calf portions would not inflate and sent an email to support immediately. No response from them until today (December12, 2022). They required a video showing it malfunctioning which I submitted and they are still refusing a refund (even though the 2 day delay was on their end!) I am happy to return the product for a refund but I do not want a replacement item because I do not want to deal with their customer service again if the replacement is also defective. Given their low rating on here, I am guessing their high rating on Facebook is falsely inflated. I already submitted a video showing the malfunction clearly, and they are still stating that it may not be defective. Therefore, I am genuinely concerned they cannot deliver a properly functioning product.

  Business Response

  Date: 12/14/2022

  Thank you for bringing this into our attemtion.

  WE already worked with her and solve her issue, you can see her response.

  You can close this case

   

   

• Initial Complaint

  Date:10/04/2022

  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 oirdered 2 products through CBS deals on their morning show. I received products on 9/30/2022. I called the company on 10/01/2022 to tell them that one of the devices did not work, it would not turn on, it does nothing. I contacted the company on monday 10/03/2022again because they were closed on saturday 10/01/2022. I talked to ****, he said you have to file warranty claim thru email. I wet online and sent them an email .they responded telling me I need to send a video of what it does. I replied that I don't know how to send video in an email and that there is nothing to show because it does nothing... they replied that the only way to exercise warranty is by sending them a video. I called company and again talked to **** and told him my problem and he said that a video had to be sent to make warranty claim. I asked for a supervisor and was told none available,I asked how a consumer can file warranty claim if they are not tech savy enough to send a video or have no internet access and was told that hey can't... I said that I don't think that is legal and that there has to be a way for consumers to exercise warranty rights without going online and to have a supervisor call me to talk. I then filed this complaint. Is this policy even legal? did I forfeit my rights because I can't use internet? MY order number is CBSD # ******

  Business Response

  Date: 10/05/2022

  HI.

  Thank you for bringing this to our attention.
  
  Since you bought it from CBS, you should contact CBS. They will help you with your case.
  
  

  Thank you

  Business Response

  Date: 10/10/2022

  What you are saying is not true, and we serve and help anyone that has issues.

  We request videos because 95% of the time, the client does not know how to work with the unit.

   

  If you received a response and your issue got solved please stop opening cases.

  Customer Answer

  Date: 10/12/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because: You still have not told me how you accommodate a client that can not send a video , I told you that I could not send a video and was told there was no other way to make a claim on the warranty. That is the truth and I do not like being called a liar. I also know how to operate the device, I read the instructions and followed them, it is not complicated, you just charge it up and press the power button for 3 seconds you morons. the device was defective and did not come on. the bottom line is you do not have a way to file warranty claim without a video and internet access. That is evident by the fact that you have not said how without internet access. 

  
  
  

  Regards,

  
  

  **** *****