ComplaintsforJourney Health & Lifestyle

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order the Journey Ultimate Sleep Chair on April 4, 2023 based on direction and a prescription for a lift chair with leg rest from my doctor and a letter of necessity from my P/T. The chair was delivered on April 27. Model 27192UCB Order #P1338233. Cost $2335.38. The primary reason for the order was to elevate my legs to my heart level. One month after delivery, on May 27 the leg lifting function failed and would only lift about 10" from the floor. I contacted Journey, after the weekend and Memorial Day on May 30, spoke to ******* in customer service, and was told they will contact a repairman who will call, but it could be **** days. I explained that the chair and the problem was not an inconvenience, but it was a medical necessity. I also stated that without the elevations I would experience serious leg problems and pain. As of today ( 18 days since it failed, 12 business days since reporting the failure, and 5 follow up calls to Journey's poor customer service) no return calls, service or resolution have been made. Daily I experience more pain, leg sores, disappointment and anger with this purchase. I must again state that this is a medical prescribed chair and repairs or decisions are necessary immediately. Thank you for your assistance. *************************

  Business response

  06/25/2023

  Thank you for choosing Journey Health & Lifestyle for the purchase of your Perfect Sleep Chair. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that you experienced some challenges with your chair, and that we have been unable to locate a service tech quickly in your area.  In reviewing your account, ********, I show that you spoke with our CS Lead, ****,on 6/22 and 6/23/2023. At that time, you both agreed that if we couldnt locate a technician, we would exchange *******. You both also discussed that in order to exchange *******, you must reverse the credit card chargeback.  We apologize that our team didnt follow up with you timely, however, we are experiencing higher call volume than normal and are working to staff accordingly. We truly appreciate your business and patience while we reviewed your situation in more detail. If you have any further questions, please contact our CS Team at ************.

  Customer response

  06/26/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/29/2020 I purchased a Perfect Sleep Chair from what was then called firstSTREET for Boomers & Beyond, Inc., for a price of $2,920.59. The chair was never what I expected it to be considering the cost, but my mistake for not doing better research. So I continued to use the chair until 05/15/2023, when one morning I found myself lying flat on the floor. This happened because I had a back spasm which caused me to jerk back, this caused the frame to break at the connection of the chair back to the foundation. When I was finally able to pick myself off the floor and see what had happened, there were splinters of word on the floor. Later upon inspection of the chair I saw that the frame had just snapped, and also the frame was not made of hardwood as stated on their web site by plywood and not a very good grade of that. I than tried calling Journey HL but was not able to get through, so I sent ** an e-mail with some photos. On 05/17/2023 I spoke with a ** rep, who by the way was very concerned and helpful, I had taken some photos of the damage and sent them to them. She said someone would contact me either later in the day or the next day. Sure enough they e-mailed me that afternoon saying thank you for the photos and they would forward them to the appropriate people and get back to me but to allow them several days. So I waited several days, and to my surprise never heard back. On 05/26/2023 I called ** again and this time was told to call Guardsman to file a claim, which I did that day. Again I waited to hear something but nothing. On 06/06/2023I called Guardsman and was told they meant to contact me, but didn't, and they need a receipt for the chair. I said okay and looked for a one but no luck, since I never received one. At this point I was beginning to get upset, so on 06/07/2023 I just forwarded all my e-mails along with the photos to the ** Director and asked for this claim to be expedited. Again no response.

  Business response

  06/15/2023

  Thank you for choosing Journey Health & Lifestyle for the purchase of your Perfect Sleep Chair. Our goal is to provide the best,high-quality products to our customers, so we were very sorry to hear that you experienced damage to the product in such a short time.  In reviewing your order, T1853623, I show you spoke with the ** Director on 6/13/2023, you both discussed the issues and came to a resolution. We have contacted our Main Carrier to pick ** the chair, once in their possession we will refund your order to the credit card on file. Please allow up to 3-5 business days for the credit to reflect with your bank. Again, we apologize for the delayed response and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our ** Team at ************.

  Customer response

  06/16/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 5-8-2023 I ordered a wheelchair advertised on TV by said company and got an order number and arrival date of 7-10 day; never arrived. Company stated the Agent in Utah failed to upload the sale properly to the Richmond office. No one ever called us, I called over the delay. Reordered another wheelchair order in 5-22-2023 #*******. Called today about the whereabouts of wheelchair. Journey agent stated it shipped and gave me a UPS tracking number which DOES not exist in the UPS system. Called Journey again and they stated that it was shipped to the UPS Warehouse in Horsham PA and was lost at that location. Ordered another wheelchair again, no extra cost order number ******* stating this one would be shipped 6-8-2023 and take 7-10 days. I stated so NO ONE was ever going to call me again about a messed up order? I have over ******* dollars out there cashed floating around. Sounds like a complete rip off. My computer states that this company receives many complaints that it’s a non existent business. We are very concerned that this company preys on the aged. I want resolution. They also will never let me speak to a supervisor and I’ve asked each time I have called.

  Business response

  06/13/2023

  Thank you for contacting Journey Health & Lifestyle in reference to the challenges with your order, no follow-up, and the delay in receiving your Zoomer.  In reviewing the account, I show that the original order was shipped via UPS on 5/22/2023 (tracking: ******************) and lost in transit. I understand you spoke with our CS Lead, Sean, on 6/9/2023 and we agreed to cancel the replacement and process a refund. The refund was completed on 6/12/2023 to the card on file. Please allow up to 3-5 business days for the credit to reflect with your bank. Again, we are truly sorry for the delays and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our CS Team at 800-958-8324.

  Customer response

  06/18/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID 20146633, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  Regards,
  
  **** ******  
  
  
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July of 2022 i ordered a SoLiteGlide rollator . the height adjustments would slip on their own They replaced it 2 times and the third one does the same thing. they said since it did not work for me that they would refund my money which they did. they also said they did not have a replacement part for it which i do not believe. aif a company sells something they usually have parts they can replace with. they settled with me but i would still like a replacement part as this one is easier to get in and out of my car.

  Business response

  05/21/2023

  Thank you for contacting Journey Health & Lifestyle about your recent purchase of the So Lite Glide. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that you had challenges and that the Glide didnt meet your expectations. In reviewing your order, P1334198, I show that you spoke to a member of our CS leadership team on 4/3/2023. At that time, an agreement was made for a return and a full refund. Once we received this complaint, a leader reached out to you on 5/15/2023 to discuss the parts available for purchase. Leadership will follow up with you the week of 5/22/2023 with additional information. We appreciate your patience while we reviewed your case in more detail.  If you have any further questions, please contact our **************** Team at ************.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two chairs on 4/23/23 and they I had a 1 year warranty on them. ****** after receiving the chairs I noticed that on one of the chairs the foot rest was broken. I called customer service and 2-3 weeks later they had someone come out. There were also other issues that the service man noticed when he came out, which included electrical box cord would not stay in the wall, it would not recline properly, and he fixed it. However, he did not fix the issue with the foot rest. I tried contacting the customer service about the foot rest before my warranty expired, but they always asked what I wanted them to do as if nothing could be done. I continued to follow up with customer service, and the last time they said they could not do anything because my warranty expired.

  Business response

  05/17/2023

  Thank you for choosing Journey Health & Lifestyle for the purchase of your Perfect Sleep Chair. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that you experienced some challenges and that our service tech was unable to complete all repairs at the time of your 1st visit.  In reviewing your account, ********, I show that you spoke with our CS Supervisor, *****, on 5/16/2023. At that time, you discussed the warranty of the product, which you are still covered, therefore we will be setting up a 2nd service visit. Please allow **** days for our service team to contact you to set up an appointment. We appreciate your patience and value your business, if you have any further questions,please contact our CS Team at ************.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order # P1334396 made on 02/28/2023 for a Journey Perfect Sleep Chair. Price was $2753.88 that was paid that day and it was suggested by the salesman that it would be delivered in 3 - 4 weeks. On 04/04/2023, as I recall, I called customer service to see why the chair had not been delivered and was told that it might be early May before I would get it. This was not satisfactory with me and I ask them to cancel the order and refund my payment. Mid April still no refund so I contacted customer service again and was told it might take a few days. Now it is 05/04/2023 and still no refund. How can a business have a customer rating of 1.14 out of 5 and a ******************** rating of A+? I would like the refund forthwith and for the record I have filed a consumer complaint with the West Virginia ************************* earlier today. The only paper work I received from Journey Health & Lifestyle was an email dated 02/28/2023 showing Part # ***** CNT, price of chair ($2399.00), shipping ($199.00), taxes ($155.88), and total cost of chair ($2753.88). At almost 77 yrs old I haven't kept up with technology and I am unable to upload the email, picture, etc. (The only pictures was on a postal flyer.) I was not given any other documentation. For the record I paid AMEX in full on 03/08/2023 and I'm getting a little angry now. My brother has one of these chairs. Very happy with it. He bought his out of a store and it was delivered the following day.

  Business response

  05/05/2023

  Thank you for contacting Journey Health & Lifestyle about the order of your Perfect Sleep Chair and the delayed refund. We are very sorry that the original quoted shipment time was pushed out, which caused you to cancel the order. In reviewing your account, the refund was processed today, 5/5/2023, for the full amount of the purchase price. Please allow up to 5 7 business days for your bank to reflect credit to the card on file ending in ****. We appreciate your time and value your business. If you have any further questions, please contact our CS Team at ************.

  Customer response

  05/08/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************** I just looked at my AMEX account today (5/8/23) and the refund has been credited to my account.  Thank you.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of purchase March 6th, April 10th sleep chair malfunctioned as leg rest will not collapse to the siting position. sleep chair in sleep position unable to use regardless. April 10th, first phone call: called Journey to report issues, was transfered to tech ***** they issued chair to be repaired. customer service agent replied that repairs will be done by service tech in your area. April 17th, second phone call, called on status, customer agent, will send out repair tech in your area, thought this was already done. April 24th, third phone call, no action has been taken, no repair tech has been called, told me to be patient. I feel there is no urgency, for this chair to be fixed.

  Business response

  05/02/2023

  Thank you for choosing Journey Health & Lifestyle for the purchase of your Perfect Sleep Chair. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that the purchase didnt meet your expectations, nor did it function as intended. In reviewing your account, ********, I show that you spoke with our CS Director, *****,on 5/1/2023 and she agreed to the return because we were unable to locate a service provider in your local area. Please allow **** days for our delivery team to contact you regarding a scheduled appointment for the pick-up. Once confirmed with our team that the item has been picked-up, we will process the refund to the credit card on file. Refer to your generated return number, RA # ******. We appreciate your time and value your business, if you have any further questions, please contact our **************** Team at ************.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Perfect Sleep Chair from Journey on 12/29/2022 and the chair was delivered on 1/12/2023. After a couple of weeks I noticed the chair would make a very noticeable bumping feeling and sound in the seat of the chair. On 2/25/2023 a company by the name of *** sent a ************************* by to work on the chair. He arrived with a pen and a clip board after he checked the chair he had me sign a paper that he did nothing to the chair. On 3/8/2023 I contacted Journey and spoke to a lady by the name of **** and she told me that the service man found nothing wrong with the chair. I told her that the chair still had the same problem and I wanted a new chair or a refund { in small print they say they will no give refunds because it is considered bedding} This is bull. On 4/20/2023 I contacted **** again and asked what was the progress on getting a new chair or refund. She said she check because she had not heard anything. After talking with her I checked the BBB reports on this company and found out that I wish I had read these before I purchased the chair because all the reports are very negative and I had a lot of the same problems. I purchased this chair because I have to sleep in a recliner due to physical problems and though this was the best. I would like a full refund for $3314.86. The chair is getting worst.

  Business response

  04/28/2023

  Thank you for contacting Journey Health & Lifestyle about your recent purchase of the Perfect Sleep Chair. Our goal is to provide the best,high-quality products to our customers, so we were very sorry to hear that the chair didnt meet your expectations and the service tech was unable to properly fix the problem.  In reviewing your order, P1328217, I show that you spoke to a member of the ** leadership team on 4/28/2023. At that time, an agreement was made for an exchange of the Perfect Sleep Chair. Once the new PSC is delivered, the delivery team will remove the old chair. The ** Leader will keep you updated on the progress of the new PSC,which could take up to 3-4 weeks for delivery.  We appreciate your time and value your business, if you have any further questions, please contact our **************** Team at ************.

  Customer response

  04/29/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are two hits on my ******** card from Journey Health ********* by a *******************************, MD ***** these hits were denied. I am wanting to report that many frauds are occurring based on Covid tests.

  Customer response

  04/19/2023

  This company has tried to submit bills 3 times to ******** and continues to be denied.  This is not me. I did not order or receive any Covid tests.   I googled this company and they have many people reporting theyre trying to get $ 

  Business response

  04/25/2023

  Thank you for contacting Journey Health & Lifestyle,unfortunately, we cant locate an order under ***********************. Based on the comments, we do not handle ******** requests, nor do we have Covid tests. You may need to connect with this company with a similar name as ours Journey Health, ************************************************************,************. However, if you need to speak with a Journey Health and Lifestyle agent, please contact our CS Team at ************.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  December 12 2022 $2,998.18 Invoice #P1327454 Called 2-6-2023, 3-7-2023, 3-8-2023, 3-14-2023, 3-17-2023, ****-2023, ****-2023. Each time was told that they are contacting the manufacturer. On 3-9 was told that I had to what 3 to 6 weeks from March 9 to get my chair. I should have received my chair on ****. I have not got a call. I called on **** talked to ****. Was told that she would call back after she contacted the manufacturer. Called on **** and got told they were contacting the manufacturer. No one has ever called me back. Called again **** and **** told she was sending my complaint to a Manager and it would be 24 to 48 hours before she got back to me. So as far as I can see they are doing nothing to get me my chair.I want my chair, an apology and more than $109.00 for free delivery. I want interest for using my money for 4 1/2 months. I feel I have been very patient.

  Business response

  04/26/2023

  Thank you for contacting Journey Health & Lifestyle in reference to the challenges with your order and the delay in receiving your Perfect Sleep Chair.  In reviewing your order, I show that your husband spoke to a member of the ** Leadership Team on 4/20/2023 in reference to expediting the delivery of your product. The *** Leadership Team was informed by our main carrier that the estimated date to arrive at ************* near your home is Friday, 4/28/2023. Please allow up to 72 business hours for the local team to connect with you to set up a scheduled date. Again, we are truly sorry for the delays and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our ** Team at ************.

*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. ↩