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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:05/26/2022

    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.
    I purchased a hyperice multiuse knee icing device for $75 on Amazon in February 2021. It worked great when I used it the first couple weeks. I was careful to let it dry out and kept it in a cool place because I had read reviews that the silicon bag can break down if stored improperly. I went to use it this month and the silicon had fused together and torn in several places. I contacted Hyperice support and shared a receipt and images of the product. I was told that because it was not purchased from an authorized dealer they could not help me! I believe the company should stand behind its product and remedy the defect regardless of who sold it. Additionally Amazon IS listed as an authorized dealer, but apparently the seller on Amazon is not. Defective product. No product support. Unhappy customer.

    Business Response

    Date: 05/27/2022

    Hi ***,

    So sorry for this experience, we do not repair/replace products purchased through unauthorized retailers but we will make this one-time exception. Please see the Hyperice Zendesk email and respond accordingly to continue with this replacement. Thank you very much for reaching out to the Hypercare team! 

     https://hyperice.zendesk.com/hc/en-us/articles/360056008254-Who-are-your-authorized-retailers-

  • Initial Complaint

    Date:05/26/2022

    Type:Customer Service 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 recently purchased from hyperice may 16th and I am beyond disappointed. I ordered the bundle lower body, thousand in sales plus express shipping and failed to receive my packages till this days. Calls towards hyperice goes either straight to voicemail or rings then to voice mail. Called for 30 min straight and nothing! Email sent no respond. Signature required as claimed on their site no signature taken. Been days, days calling and still nothing. Hope you can help. I just need answers.

    Business Response

    Date: 06/02/2022

    Hi *******, 
     
    Thank you very much for reaching out to the Hypercare team regarding your order. We are extremely sorry for any delays you may have experienced when receiving your order.

    If you would like to continue with this lost/stolen/missing claim, please let us know so we can open a ticket for investigation with ****** We will then replace your order with the same product(s) that was lost/stolen/missing. Unfortunately we cannot do any upgrades. We will then void out the serial number(s) associated to that lost/stolen/missing device(s), **** it as a lost/stolen/missing, and removed its warranty. If anyone ever calls in to file a warranty claim on that lost/stolen/missing device, we will no longer be able to service it. Our loss prevention department monitors all lost/stolen/missing device(s) serial number(s) information for future recovery of our merchandise.

    Upon checking the tracking number details it appears both packages have been delivered. 
     
    Tracking Number Normatec 2.0 Hip Attachment
    Delivered on: Friday, 05/20/2022 at 11:23 am
    273255109882
     
    Tracking Number Pulse 2.0 ************* and Device
    Delivered on: Thursday, 05/26/2022 at 11:06 am
    273305577565
     
    Additionally, regarding your concern for the no signature being required... We recently updated our shipping terms and no longer require signature so this may have not been brought to your awareness as it just was changed. 

    Thank you, 
     

Hyperice is NOT a BBB Accredited Business.

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