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Business Profile

Exercise Equipment

Hyperice

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Equipment.

Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/17/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Hi,I have been a hypervolt customer for years and more recently a very happy hyperice x customer for about 18 months. Recently however, I keep getting "error code: 2" whenever I try to use my hyperice x on any cold setting. I have chronic knee pain and this product has helped me maintain an active lifestyle and perform day to day activities. This poducet was purchased in the ** while I was there for work, but I now live in ******. I spoke to Hyperice ****** but they were unable to support me in trying to find a resolution. I love these products and they have been a crucial part of my workouts and lifestyle. I would appreciate some help in this matter as I am devastated to not be able to use my hyperice x to the capacity that I was until now.Thanks!

    Business Response

    Date: 01/18/2023

    Hi ****, 

    Thank you for reaching out and your loyalty to Hyperice! We are sorry about that Hyperice X and look forward to getting you back up and running asap. Our Hypercare customer experience team has reached out to you directly to get this issue resolved so please check your email to proceed. Let us know if you have any additional questions or concerns and we will be happy to assist. 

    Best regards, 

  • Initial Complaint

    Date:01/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 x for my knees on 9/30/22 and i loves it from the minute i put it on, i took care of it, i live in a smoke free home and kept it clean. It stopped working 12/31/22 out of no where . It charges and turns on and 5 seconds later a message pops up on the app that says " we detected a problem on this device, if error persist please contact customer support Error :2 " Please i had such high hopes for hyperice, i would hate to leave a negative review.How can we fix this problem Hyperice?

    Business Response

    Date: 01/06/2023

    Hi *****,

    Thank you for letting us know about your Hyperice X, we are taking care of this for you right away! Upon reviewing your case with our customer support Hypercare team we have went ahead and provided you with a solution to get your device back up and running. Feel free to reach out with any further questions or concerns and we will be happy to assist you. 

     

    Best regards, 

  • Initial Complaint

    Date:11/03/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hello,I purchased three Hyperice devices in April and may of 2020. The first unit was purchased April 16th, 2020 @ 7:57 AM for $600.00. This item was part of a set. The second item was purchased May 6th, 2020 @ 8:10AM for $249.00. The third item was purchased on May 9th, 2020 (time unknown) for $359.00. Total spent on companies products $1,208.00. The issue I am having is with the Venom line. I have one Venom Leg and Two Venom Back heating/ vibration devices. The devices are currently not operational. I have all three. The company (hyperice) has repaired the products on several warranty requests. The units are now faulty again and was not operating upon return from previous warranty repair. The company is now requesting that I pay $75.00 per each device to have the warranty extended and have the unit repaired. I have the emails and can provide upon request. According to the businesses websites, the company was committed to providing the following: The Venom line enhances ******************* of a heating pad with compression and vibration. This therapeutic combination creates a heated massage that alleviates sore muscles and relaxes stiff joints, helps to support range of motion, and melts away tension, aches, and pains. Ideal for warmup and recovery, the combination of thermal and vibration is unparalleled. This has not been the case. I have had to stand in line at the post office to mail back the devices on several occasions. The issue with the units is that they either don't work at all or they work for 1-2 minutes. In the first two months of owning these devices they worked well. Now they do not work at all even after several returns on warranty requests and now requests that I pay more money to repair something that doesn't work after repairs. The company has released a version 2 of the venom product line providing the same commitments as the first. I would like to have my products exchanged for version 2.

    Business Response

    Date: 11/08/2022

    Hi ******, 

    Thank you for reaching out, we are so sorry to hear you are having issues with your Veoms! This is not the experience we wanted you to have and we will be sure to make this right for you right away. Please note that we do have a 1 year warranty policy for all of our products, which is stated on our website here https://hyperice.zendesk.com/hc/en-us/articles/360035138853-Hyperice-Warranty-Information. We have sent a follow up email with a solution to get your devices back up and running for you. We have also given some upgrade options if interested. Thank you for your patience while we get this issue resolved for you. 


    With kind regards, 

  • Initial Complaint

    Date:10/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hypervolt M2 was purchased in Jun 2020 for over $300 with very light use and was unable to turn on as I noticed earlier this year. Reached out to the ***************** and was asking for additional cost $99 to repair, which does not make any sense.

    Business Response

    Date: 10/14/2022

    Hi ******, 

    Thank you for reaching out, we are so sorry to hear you are having issues with your unit! Please note that we do have a 1 year warranty policy for all of our products, which is stated on our website here https://hyperice.zendesk.com/hc/en-us/articles/360035138853-Hyperice-Warranty-Information. If you reach back out to our CX team, we'd be happy to see if there is anything else we can do to help with the fee to get you back up and running. 

    With kind regards, 

    Customer Answer

    Date: 10/14/2022

    Hi, 

     

    I would like to know the other options as the fee is so high. 

    Business Response

    Date: 10/18/2022

    Hi there, 

    Thank you for your response. Please check your email for more information from ****************************************** to resolve this issue. We look forward to getting you back up and running. 

     

    Best regards, 

  • Initial Complaint

    Date:09/26/2022

    Type:Delivery Issues
    Status:
    Answered
    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 an order on 9-14-22. It is now 9-26-22. I placed an order over $900 for various products from Hyperice. I received an order acknowledgement the day off. It is noted that products will ship in 3-5 business days and I have yet to receive any of the products.HyperIce has awful customer service as it does not answer the phone or respond to emails. Hyperice doesnt even list their phone number on the website as you have to **** that down through remote areas on the website. I have emailed Hyperice multiple times with no response regarding my order. This is beyond frustrating. If I do not receive my product or hear any feedback from the company by the end of this week I am notifying my bank regarding this charge and requesting a refund.

    Business Response

    Date: 09/27/2022

    Hi ******, 

     

    Thank you for reaching out, we are happy to assist! We sincerely apologize in the recent delay in shipping your order. We have received a new shipment to our warehouse to fulfill your order which initially caused the delay, and we expect your order to ship by early next week. If you would like to cancel your order please respond to the Hypercare team in the current email thread that you have recently communicated in. Let us know if you have any additional questions and we will be happy to assist. Again, we want to thank you for your patience and understanding. 

     

    Best regards, 

  • Initial Complaint

    Date:09/08/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Date of Transaction: 8/31/22 I placed an order with Hyperice at Hyperice.com for their Normantec 3 compression boots. I received an order acknowledgment the same day and assumed their could be a slight delay given the holiday weekend. Did not receive any type of communication from them and called customer support on 9/7/22. I spoke with support specialist ****** who assured me my order was being shipped 9/7. The ***** label / tracking was received and later cancelled by Hyperice the same day. Hyperice has been unresponsive to my support email requests and their support phone number is not be answered.

    Business Response

    Date: 09/09/2022

    Hi *******, 

    Thank you for reaching out, we are happy to assist. We apologize for the delay in fulfilling your order. We have submitted a request for your order to be re-shipped asap and is currently processing. Once shipped you will receive an update on shipping! We reviewed the conversation with ****** and he has been prompt in his responses being within *************************************************************** concerns and we will be happy to assist. Again, we appreciate your patience and look forward to getting this issue resolved for you. 

    Customer Answer

    Date: 09/09/2022


    Better Business Bureau:

    I have reviewed the response 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.

    Regards,

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

     

  • Initial Complaint

    Date:08/26/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    No response from customer service. Called over 20 times, they wont pick up phone, ask to fill out online request. Have filled out online help form 3 times with no response to resolve issue.

    Business Response

    Date: 08/30/2022

    Hi *****, 

    Thank you for reaching out! We do apologize of the troubles you experienced with your recent order. We have ultimately resolved the issue over the phone with you and it was a pleasure speaking with you over the phone. Your order will reship shortly and you will receive the updated tracking number once available. Feel free to reach out with any additional questions and we will be happy to assist!

    Best,

    Hypercare team

  • Initial Complaint

    Date:06/20/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 wife purchased the Normatec 2.0 recovery boots last November. It appears that the plastic around the charger port is melted, and during the last charging session there was a burned plastic smell. The device now has stopped charging, and I would also not risk a fire by using the melted port. I reached out to Hyperice to file a warranty claim but they are not responsive. They reached back for more details within a few hours of filing the initial service ticket. After providing them with the additional details, they completely stopped communicating. I tried asking for updates. I have also opened another service ticket 5 days after the initial one which is again unanswered. I cannot reach them over the phone either. I have attached a picture about the melted charging port, which is a fire hazard at this point.My open service tickets are #****** and #******. The serial number of my device is ********. The device was originally purchased through https://hyperice.com/ with the following email: ************************ I would like Hyperice to start responding and to honor the 1-year warranty that came with the device.

    Business Response

    Date: 06/22/2022

    Hi Levente,

    Thank you for reaching out, we apologize for the delay in getting your issue resolved. We will get your device in for a repair! Please refer to ticket 731692 where our Hypercare agent, ****** has provided a return label for you to send your device in. Thank you for your patience and understanding. 

     

    We look forward to getting you back up and running! 

  • Initial Complaint

    Date:06/10/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchase a Normatec 2.0 compression leg system. I broke in less than 3 weeks of purchase. The company doesnt have customer where you can call in, if the the they not giving the info out. You email them and the reply ***** hours later if that and when they do they request info that was already submitted. And wont reply right back. Im sitting they an broke piece of equipment prices at $824 and i cant get no help.

    Business Response

    Date: 06/11/2022

    Hi *******, 
     
    Thank you for reaching out! We apologize for any delays in getting your issue resolved and we will be happy to get this Normatec returned for you for a full refund asap. I have went ahead and started the process for your refund, please find the instructions in the original email to initiate your return. Again, we want to thank you for your patience and we look forward to getting this issue resolved! 

     

    Best regards, 

    Hypercare team 

  • Initial Complaint

    Date:06/06/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hypervolt GO purchased 6/2021. Stopped working 6/2022.Filed service request, no response after 3 days. Called service #, hangs up after 15 minutes, tells you to file service request. Tried to communicate via ******** no response.

    Business Response

    Date: 06/08/2022

    Hi Rom,

    Thank you for reaching out, we are happy to assist! We sincerely apologize for the delay in response from our Hypercare team. We understand that you are having some troubles with your Hypervolt GO and as a result we are going to replace that device for you free of charge! Please go ahead and follow the instructions that were sent over via Zendesk from ********* to generate a pre-paid label to send your device in. Again, we want to thank you for your patience in getting this issue resolved and we look forward to replacing that Hypervolt GO for you! 

    Best Regards,

    Hypercare Team

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