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:02/21/2025

  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 Hyperice Core for Christmas 2024. I no longer have the receipt of proof of purchase. The product worked once and since then has not worked due to a server issue on their end. Ive contacted them multiple times and they just say they are continuing to work on it without a time frame for fixing. Essentially the product is useless without connecting to their server as it wont connect to the app and I cant meditate on it.The lack of response from the company and the fact they wont fix the issue is infuriating. They are robbing people of $200.

  Business Response

  Date: 02/25/2025

  Hi ********, 

  Thank you for reaching out and sharing your recent experience. We are happy to assist you further and get you taken care of. We have reached out to you directly and requested a valid proof of purchase in order to proceed. We look forward to hearing back and resolving this for you! 

  Best regards, 

• Initial Complaint

  Date:01/14/2025

  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.

  On December 5, 2024 I purchased Hypervolt Pro 2 (massage gun) from the company for $274.54. On December 16, 2024 I submitted a return for the item which would result in a refund of $259.54. On January 2, 2025 Hyperice issued a refund for an incorrect item for $153.54. On January 6, 2025 I emailed the company to inform them of the error, and on January 7th they responded that the only option would be to return a different item from a separate order and repurchase the item (which would still not account for the refund of the correct item I returned). They made a return error and refuse to refund the remaining $106 I'm owed.

  Business Response

  Date: 01/17/2025

  Hi ******, 

  Thank you for reaching out and expressing your concerns for your recent experience. Upon further review our team indicated that you returned the incorrect item from a different order which resulted in a refund for the amount you received. Our Hypercare support team is working with you internally to fix the issue and help get the correct product returned from you for refund.

  We look forward to hearing back from you and getting you taken care of! 

  Best regards, 

• Initial Complaint

  Date:12/09/2024

  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 October 11th, I purchased a Normatec Elite unit as a gift for my son who is an athlete. On October 21st my son received the gift and was extremely excited to use it. On October 29th, he contacted customer service stating the following: "Hello, when I use my normatec elites, I notice only the ankle would inflate. Then it would click, let some air out and inflate again. It worked perfectly the first time I used it but the last couple of times it would do this. And I tried to use the app and the manual way on the side panels." He did not receive a response until November 4th when he was given instructions to try the "Hard Reset". The unit has been inoperable since then. On December 9th, I reached out to Hyperice to request a refund and return label. When I finally reached a customer service representative the only option made available to me was that a new unit would be sent out. My concern at this point is with the long-term use of this product. Though the company offered to send a new set, what I would prefer is a refund. The cost of this product was $1000. My son used it one week before he encountered issues. This is unacceptable. Hyperice please refund our money!!!. Please and thank you.

  Business Response

  Date: 12/12/2024

  Hi *****, 

  Thank you for reaching out and sharing your recent experience. We look forward to making this right for you and look forward to your response from our customer support email that we recently contacted you from. 

  Best regards, 

• Initial Complaint

  Date:10/25/2024

  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.

  I am writing to report a disappointing experience Ive had with Hyperice regarding an order I placed on October 14, 2024, for their lower body system. According to their website, my order was supposed to be processed and shipped by October 18, 2024. However, I have encountered several issues since placing the order.On October 17 and 18, I contacted Hyperice to inquire about the lack of tracking information. During these calls, I was informed that their warehouse had not fulfilled my order yet, and I was assured it would be shipped that day due to their acknowledged delay. However, as of October 21, I still had not received a tracking number, despite being told one would be provided by the end of the day on October 18.I attempted to follow up via email with no response, and the promised call from a supervisor never occurred. When I called again, I was informed that one package had shipped and was scheduled for delivery on October 25, but the second package remained in the warehouse (as of today, 10/25/24). When I requested to escalate the issue, I was told that management typically does not make outbound calls. After a lengthy discussion with the representative, I was left feeling that my concerns were not being taken seriously.Overall, Hyperice has shown a lack of accountability, failing to meet their shipping commitments or provide effective customer service. I feel that they are not prioritizing customer satisfaction and are unable to resolve issues efficiently.

  Business Response

  Date: 10/30/2024

  Hi ******, 
  
  Thank you for expressing your concerns and recent experience with us here at Hyperice. We wanted to let you know that just like we stand behind our top-of-the-line products, we stand to provide the highest level of customer experience and want to make sure you are being taken care of at all times. We do understand how the delays in shipment could have caused frustration to you, and we want to thank you for your patience and understanding. 
  
  Orders placed on ************************** typically take 2-4 business days to process at our warehouse before shipping (which is displayed on our site). Once shipped, since you selected express shipping, it will take an additional 2-3 business days to arrive. Please note that these days only reflect Monday-Friday and do not include the weekend. From the time the order is placed til delivery, it could take an estimated 4-8 business days to be processed, shipped, and delivered.
  
  We also outline on our Shipping & Delivery page the following statement below:
  
  *Please note that carrier processing can impact these time frames. In addition, your order may be sent in multiple shipments.
  
  There can be slight delays that occur during processing and shipping, but please note our team is always working hard to get orders fulfilled in a timely manner. 
  
  At this time, your order has been fulfilled via ****** and you should have received it. Our leadership team has been notified of your recent experience so we can continue to improve our process. We are always here to offer assistance and make sure you are valued here at Hyperice. If you have any additional questions or concerns, please let us know as a response to this email, and we will be happy to assist further. 
  
  Best regards, 

  Customer Answer

  Date: 11/01/2024

  Hyperice was notified by me on 10/25/24 that the shipment (order number 1 of 2) was not received via phone. I requested a supervisor call me after the person on the phone was unable to help. She didnt know if it was the warehouse or retail sales team that could help, but she said she was sending an email message to both. Today is 11/1/24 and I have not received a call or email from Hyperice. ***** has filed a claim as of 10/27/24, but Hyperice has not responded to FedEx. 
  

  The second part of the shipment was received without any trouble, other than it was received after the acknowledged shipping time. 

  Business Response

  Date: 11/05/2024

  Hi ****, 

  Thank you for your reply! We're very sorry about the issues you experienced with your tracking details. At this time, your order has shipped and been delivered via *****. Please note, since you ordered the Normatec 3 Lower Body Package your order was split up into 2 shipments. We will provide you with the 2 tracking numbers regarding your order down below. 
   
  FedEx Tracking Number:
  Normatec 3 Leg System
  

  280901068136

   Normatec 3 Hip Attachment

  280901068228 
   
  We will also contact you directly via phone to discuss further. We appreciate your patience and understanding during these times. 
   
  Best regards, 

  Customer Answer

  Date: 11/06/2024

  The first shipment was not received, as documented by ****** ***** asked Hyperice to file a claim for the missing delivery (FexEx has evidence that the shipment did not make it out of the Indianapolis ***** hub). Hyperice declined to acknowledge this. Hyperice has not called or emailed me. Hyperice has not resent the first shipment. Again, they were notified that the delivery was not made- by ***** & also by me. Hyperice has made no attempt to reach out to me via phone or email. 
  

  Why has Hyperice refused to accept the claim for an undelivered package? Why has Hyperice not contacted me? What is Hyperice going to do to make this better? Right now, they have my money & I dont have a complete order. 

• Initial Complaint

  Date:05/18/2024

  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.

  Item was bought on 2/17/2024 and was FSA approved, but after delivery it turn out to be not approved and they charged my backup Credit card. Decided to return item to Hyperice selling on Amazon within the 30days and paid return shipping too which should have been refunded too. 2 months have past and still no refund from the third party or Amazon. Called Amazon customer services severals times for the past 1.5 months and wasted many hours and same lame excuses from them and they ask for us to wait and wait for the refund. Still no refund from Hyperice nor Amazon. I believe it is fraud to bait us and then change how it was being paid for to a different payment. Then does not refund us for months and still give us the round around. We return the item within the period and have provided return authorization number and **** tracking number and still no refund in item and shipping fee as promised by Amazon.

  Business Response

  Date: 05/21/2024

  Hi *******, 

  Thank you for reaching out and letting us know about your recent experience. We have contacted you directly to receive more details on your recent purchase. Please reply to our recent email sent from ****************************************** and we will be happy to assist you further. We look forward to hearing back from you! 

  Best regards, 

  Customer Answer

  Date: 05/24/2024

  Hyperice reply that we have to contact Amazon for the refund. We have cintact Amazon multiple times for the past month or more but Amazon is telling us that third party seller, Hyperice, is not releasing the refund money.  This is bouncing back and back.

  Business Response

  Date: 06/03/2024

  Hi *******, 

  Thank you for your reply! We are still awaiting a response from you to our customer support team to resolve this issue. Please reply to us with the necessary information in order for us to further assist. 

  Best regards, 

  Customer Answer

  Date: 06/05/2024

  reply was made, copy of return shipping receipt was provided. Tracking number is on the receipt.

• Initial Complaint

  Date:04/29/2024

  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.

  The hyperice massager is very hurtful and leaves a rug burn type of hurt.

  Business Response

  Date: 05/03/2024

  Hi ****, 

  Thank you for reaching out, we are happy to assist! Please note, the product is not intended to be used at less than a 90-degree angle from the attachment to the user's body. By doing so, the product could unintentionally "rub" against the skin at an angle rather than percussing directly on top of the skin, which is how it was designed to be used. We have sent a follow up email directly to you so we can walk you through the best and most efficient way to use this device. We look forward to working with you! 

  Best regards, 

• Initial Complaint

  Date:02/22/2024

  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 two items (Hyperice X Knee and Normatec 3 Legs) on 12/18/2023. The cost was 1100 dollars for both items. (699 for the Normatec 3 legs) Hyperice cancelled the Normatec 3 Legs but still delivered the Hyperice X Knee. They cancelled from their side and I followed up for two months about a refund for the Normatec 3 Legs that I never received. After going back and forth for about 2 months they finally found their records and said they were going to issue a partial refund. Now today on 2/22/2024 I get an email saying they never collected any funds at all and will have to charge for the Hyperice X Knee. This is the most ridiculous thing I've ever seen and poor customer service and record keeping.

  Business Response

  Date: 03/04/2024

  Hi there,

  Thank you for reaching out about your recent experience. We are extremely sorry about the issues related to your purchase. We have examined the issue related to your order internally and have discovered a malfunction while processing the order. At this time, we will be issuing a full refund on this purchase and have resolved all issues. If you have any additional questions please reach out to our Hypercare customer support team and we will be happy to assist. We thank you for your patience and understanding.

  
  Best regards,

  Customer Answer

  Date: 03/08/2024

  I do accept. But want to keep it open until I receive my refund. The customer care finally reached out after I filed this complaint. And I sent over an ACH form for them to return my money. Until I have confirmation I need this open. 

  Business Response

  Date: 03/20/2024

  Hello, 

  At this time we have submitted the *** form to our accounting team and this is being processed. We thank you for your patience and understanding. 

  Best regards, 

• Initial Complaint

  Date:01/25/2024

  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.

  ****** stopped working within 60 days and after only a few uses. Support emails and request for refund in accordance with warranty policies not responsive despite multiple inquiries providing proof of purchase and serial numbers, etc.

• Initial Complaint

  Date:02/23/2023

  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.

  Order# ************* Tracking#********************** Order summary Normatec 3 Legs (1)Standard $699 Normatec Arm Attachments (1)$325 ***************** shipping Tax $1049.00 Free $0.00 Total $1024.00 Request: Refund. Item not received.Date purchased: 12/5/2022 Paid: $1,024 Reason for refund request: Item was purchased over two months ago and company has both failed to mail product in timely manner and delivery appears to be lost in transit or stuck (no movement since 2/19/23). Product has been in transit since 1/26/23. Since purchase is over 2 months ago, I fear that I am a victim of fraud by company. Please refund. As customer, I am unable to initiate any lost delivery claim with ***** Request: Hyperice company to resolve the shipping issue (file lost package claim) and issue refund for my item.Timeline of Events:12/5/22 Item purchased 12/27/22 Customer Request #1 for shipping status to company 12/28/22 Hyperice responded and apologized. Status Update is pending.1/4/22 Customer Request #2 for follow up on status 1/5/23 Hyperice says they have shipped item tracking#********************** 1/12/23 Customer Request #3 for follow up on status 1/17/23 Hyperice states that status of order is Packed and is still at warehouse 1/24/23 Customer Request #4 for follow up on status 1/25/23 Hyperice response is that items has shipped with new tracking#********************** 1/26/23 **** tracking # confirms that item has been received 2/7/23 Customer Request #5 for shipping status. Item appears to be stuck in transit via **** tracking.2/8/23 Hyperice says customer must follow up with **** 2/9/23 Via ****, only shipper with shipping receipt can follow up or initiate claims process.2/19/23 Item still not received 2/24/23 **** tracking information shows no update in location since 2/19/23. Last known location via tracking is **** Regional destination facility *************.

  Business Response

  Date: 02/23/2023

  Hi *******, 

  Thank you for letting us know about your recent experience. We apologize that we were unable to fulfill your order and have issued you a full refund as of 2/23/23. Do note, your order was unable to be fulfilled due to **** regulations on lithium ion batteries. We hope you do understand we did everything in our power and attempted to ship your order twice to make things right. Please reply to ****************************************** with any additional questions and we will be happy to assist. 

  Best regards, 

• Initial Complaint

  Date:02/06/2023

  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 a device for back pain relief. The device arrived not working. I have tried corresponding with the company but they just give more trouble shooting suggestions.I have sent them a video description of the issue. I just want a full refund.

  Business Response

  Date: 02/08/2023

  Hi *******, 

  Thank you for reaching out, we are happy to assist! We will be happy to help get your device back up and running. Our customer support team has responded to you via our ****************************************** email and look forward to getting this issue resolved for you right away. Let us know if you have any additional questions! 

  Best,