Review Time
Zero customer service support! I've emailed with no response! I sent a message through their service platform, and still, no reply! It's as if I'm shouting into the void! No one is responding to anything! Honestly, this is one of the most shocking experiences from a major brand! They need to improve; it's embarrassing!
I purchased a device a few years ago and have used it fewer than 20 times. It was very lightly and carefully used, yet it recently stopped working completely. I contacted customer service, providing the serial number, a video of the issue, and all requested details. Unfortunately, the company's response was dismissive and repetitive. Because I no longer have access to the email account used for the purchase, I can’t retrieve the original receipt, which I've explained multiple times. Still, they say there’s nothing they can do. There was no effort to assist—no troubleshooting, no discount, no repair option—just a flat refusal. I wasn't demanding a full replacement; I was hoping for a reasonable solution for a premium-priced device that was barely used. After reading numerous similar reviews, it’s clear this is a pattern. The company appears to offer no support once the warranty period ends, regardless of how little the product was used or what information the customer can provide. For a brand that promotes itself as high-end wellness, the service experience is extremely disappointing. I’ve filed a complaint with the BBB and reached out to the executive team directly. I hope this review helps other customers know what to expect before spending their money. We deserve better.
I ordered a Theragun which was defective when it arrived. I was asked to go to lengths to return it - even make a video of the issue . It wouldn't hold a charge so how does a video help? Once I finally got the OK to send it back I got an email saying it would take up to 3 weeks for them to decide the status of my warranty! Many emails back and forth which all sound AI generated and no phone number for customer service. I would not do business with this company! Plenty of competitors on the market!!
Woefully poor customer service. Product has failed and company won't stand by their warranty. A representative says they would replace the item but that they are out of stock, and that I can be notified of new stock via the website. A quick glance at their website shows that the product is readily available! All I get back are copy / paste responses saying the product is out of stock and the conversation goes round in circles. Painful.
A new Theragun Pro 5 ordered from the Theragun storefront on the Amazon UK website. Battery charging problems on arrival. Therabody customer support (apparently based solely in the US) disclaimed all knowledge of the seller (Theragun Europe LLC) in spite of the fact that Therabody is listed as the parent company and the Amazon supplied invoice shows Theragun as based in Therabody's Europe HQ in Dublin. Therabody's own website also says Theragun on Amazon is an authorised seller. Therabody customer service claimed there was no way to buy a Therabody product from an authorised seller on Amazon UK: they simply don't have them. After battling an obstinate and unhelpful customer service for several days, I returned the item under Amazon's 30-day returns policy. There is a serious problem somewhere between the company and the representation of authorised sellers on the Amazon UK website but I have lost interest in trying to work out where it is. I had a lucky escape. UK buyers should avoid buying any Therabody product from Amazon UK as Therabody will refuse to recognise any warranty on it whatsoever.
New Theragun Elite received as a gift. Did not work and did not accept a charge. The charge remained 0. The charger was working, the device LED lit up and showed 0. Tried chat support. They said because it was a gift and I had no receipt they would use the serial number. That set the warranty back to date of manufacture ( not date available for sale) and they then said it was out of warranty. So sad for a company selling such expensive devices! And, as others have said, no customer service phone number.
God awful. BUYER BEWARE I was charged 2 transactions on December 16th and December 9th. All together I was charged 1650.00. I am still trying to resolve issue. As all the other reviews stated, there are no phone numbers to call. I contacted my bank to see what I can do. I contacted the better business bureau and my bank with a screenshot of the double charges on 12/16 and12/9
Worst customer experience of my life!I purchased a Theragun Pro (5th gen) direct from Therabody about a week ago. After four days and three short uses, it quit working. Convinced I had done something wrong, I reached out to Therabody support. Not only is there no life support (you can chat with someone that almost certainly doesn't speak English, at least not as a primary language) but they then had to pass my issue on to the warranty folks. A day later, I had to send more info. Today, they finally replied saying my Theragun was indeed broken (than you for that confirmation) and they would replace it. So far, a bit frustrating, but something in used to in this day of lax customer service. The kicker was that I had to send the gun back (their dime), it would take up to 15 business days for "processing" and only then would then send me a new one. They estimated this process to take 3-4 weeks!! I'm actually gotten better customer service from the IRS and insurance companies, so congratulations Therabody, you've saved a few bucks, but at the cost of pissing off yet another customer. I told Therabody to forget it and just send me a refund. I'm done with this.
I didn't use the item (thereagun elite) for a long time, and when I tried to use it again it wouldn't charge. It just stuck on 0%.Contacted their support but they were kind of useless, just giving me generic tips that were clearly irrelevant given the clear description of the problem I had provided.They made no attempt to diagnose the problem, and when I asked to speak to someone technical and they said, "we do not have a repair shop or a technical expert available to assist".Seriously? they have no technical support? No-one that knows even the basics of how these work?Their only suggestion was to maybe just buy a new one...Luckily I found a reddit post where other people had the same problem, and actually had a fix - a simple fix that took about 5 mins and needed no tools or expertise - and it worked!Otherwise I'd be down about £300.
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