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:11/07/2024

  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.

  The premise seemed great to my husband the Engineer Extraordinaire and myself as a weapon in our traveling arsenal against future pain/injury that could arise in the playground of Life, so we purchased the patch some months ago without the need as a just in"case"...,then the "case" happened when I performed an Olympian somersault down a flight of stairs, landed on concrete floor because the heel of my overextended sneaker got caught in the stair nose step. ************************************************************ super pain (especially at night), the patch was implemented between my left foot talus and tibia without any change in pain (night 1); and again night 2 using the same adhesive as night 1 (clarityneeded if adhesive is to be changed with each use, please) still no change in relief of pain, super discouraging. Could there be a flaw in the patch provided but never opened months ago; or is something more? The purchase was made in good faith combined with our intellectual grounding [we have 4 Pd.D.'s between us] and a continued trust that the patch makes sense that it will work for "some"..., regrettably I fall out of the "some" category so there is no blame to either of us.I respectfully request that this situation be escalated for consideration for a full refund based on the situation and rely on the integrity of the band and the ONE YEAR GUARANTEE extended in all advertisements and the box!!! Many emails were generated and met in silence, no resolution to date except our doubts are growing re: tthe integrity of the company and the product sold.

  Business Response

  Date: 11/11/2024

  ******* *******,Order number SR90213, placed her order on Feb. 19, 2024

  She did not request a return or refund within our 45 day return window. Her request came Oct 25. This request was after 249 days. It of course it to no fault of ours that the customer did not reach out until then. We have correspondence back and forth letting her know this. She feels that filing this complaint will absolve her of the responsibility she had in regard to contacting us and also to besmirch our reputation.

  Any of our agents would have been happy to assist her with a return and refund within the 45 day period.

  Our published return is as follows. It is also found on our official website: **************************

  Refund policy
  Return/Refund ************************** phone: ************ email: *********************************************************
  Online purchases may be returned within 45 days of the purchase date.
  
  Signal Relief strives to provide assistance as quickly as possible.
  Please contact **************** to obtain a return shipping label. We do not offer partial refunds (i.e: if you purchased a multi-pack, no single patch returns will be accepted). Once we have received your returned item(s), we will inspect for intentional damage such as cuts, alterations, or damage by heat, etc. If there is no damage, we will issue a full refund for the product purchase amount.
  A refund of the price of the item(s) and any applicable taxes will be issued in the original form of payment used to purchase the item. Shipping fees are non-refundable.
  If your Signal Relief patch was damaged during shipping, you must contact **************** within 48 hours to start the return process and exchange. Proof of damage must be provided. 
  Refunds or returns on product(s) purchased through third party vendors will not be accepted. 
  
  
  To obtain a prepaid return shipping label, call or email ****************.
  ************ email: *********************************************************
  Provide the Name on the Order, Order Number and a valid email address.
  If you are unable to print the label, you will be responsible for mailing your product(s) back to us using an alternate secure shipping method of your choosing. In this case, please send it to the address below and email us the tracking number for proof of shipping and delivery. 
  Your refund cannot be processed until your item(s) are received.
  Signal Relief return address:
  Signal Relief Returns
  *************************** Suite B
  ********************
  Shipping costs will not be refunded unless the return is due to merchandise arriving damaged or defective. Refer to Shipping Policy
  Signal Relief is not responsible for lost or stolen items. Refer to Shipping Policy
  Instructions for returning your product(s):
  Please follow the instructions below when packing and sending your product for return. It is important to note that the instructions below must be followed and all of your patches included in order to receive a refund. We will not issue refunds without the returned item(s) which includes items that may have been lost or stolen.
  IF YOUR SIGNAL RELIEF PATCH IS UNOPENED
  Please send the item in its original packaging.
  Include a copy of either the original receipt,  proof of purchase, or the purchaser's full name and order number. 
  Attach the Return Shipping Label to the outside of the delivery package or use a secure shipping method to send the item(s) so the return can be tracked. 
  IF YOUR SIGNAL RELIEF PATCH HAS BEEN USED/OPENED
  To ensure a complete return, please follow the instructions below:
  For sanitary reasons, remove any used adhesives from the patch(es). 
  Place the blue Signal patch(es) and any unused adhesives in the original packaging mailer, an envelope, or a small box. You will only be refunded if we receive the patches back, used or new.
  Print out and attach the prepaid shipping label on the front of the package. The shipping label is for **** and can be dropped in any outgoing **** mail receptacle. We recommend you document your tracking number, which you can find on the front of the label.
  IF YOU ARE RETURNING SIGNAL RELIEF ADHESIVE REFILL PACKS
  Adhesive refill packs will ONLY be refunded if they are in their original packaging and unopened.

   

  Please let me know if you need any other information on this case. I appreciate your careful review of this customer complaint.

   

  Sincerely,

   

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

  **************** Manager **********************

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

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22505303
  
  I am rejecting this response because: DISINGENOUSE RESPONSE BY THE VENDOR verging on UNSCRUPULOUS MARGINALIZATION OF COMPLAINT!

  The refund requested due was not only based on the date the patch was initially used and why, but on the ONE YEAR GUARANTEE ON PACAKGING AND ADVERTISEMENTS.

  Discouraging the vendor response was confounding and misleading, filibustering with language meant to distract from the complaint.

  Escalation to the co-founders were directly made  in good faith to resolve this situation but was met with silence, rather than insults hauled as a response to this complaint. 

  I did inquire re: a faulty patch might have been provided...but am now certain this original question was ignored because of the sham and am demanding a full and complete refund.

   

   

   

  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/21/2024

  There is a definitive difference between a Money Back Guarantee and a One Year Manufacturer's Warranty. I believe the customer is confusing the two.

  Once again, the published Refund/Return Policy is as follows and has not changed since the initial purchase.

  Refund policy
  Return/Refund ************************** phone: ************ email: *********************************************************
  Online purchases may be returned within 45 days of the purchase date.
  
  Signal Relief strives to provide assistance as quickly as possible.
  Please contact **************** to obtain a return shipping label. We do not offer partial refunds (i.e: if you purchased a multi-pack, no single patch returns will be accepted). Once we have received your returned item(s), we will inspect for intentional damage such as cuts, alterations, or damage by heat, etc. If there is no damage, we will issue a full refund for the product purchase amount.
  A refund of the price of the item(s) and any applicable taxes will be issued in the original form of payment used to purchase the item. Shipping fees are non-refundable.
  If your Signal Relief patch was damaged during shipping, you must contact **************** within 48 hours to start the return process and exchange. Proof of damage must be provided. 
  Refunds or returns on product(s) purchased through third party vendors will not be accepted. 
  
  
  To obtain a prepaid return shipping label, call or email ****************.
  ************ email: *********************************************************
  Provide the Name on the Order, Order Number and a valid email address.
  If you are unable to print the label, you will be responsible for mailing your product(s) back to us using an alternate secure shipping method of your choosing. In this case, please send it to the address below and email us the tracking number for proof of shipping and delivery. 
  Your refund cannot be processed until your item(s) are received.

  
  Signal Relief return address:
  Signal Relief Returns
  *************************** Suite B
  ********************

  
  Shipping costs will not be refunded unless the return is due to merchandise arriving damaged or defective. Refer to Shipping Policy
  Signal Relief is not responsible for lost or stolen items. Refer to Shipping Policy
  Instructions for returning your product(s):
  Please follow the instructions below when packing and sending your product for return. It is important to note that the instructions below must be followed and all of your patches included in order to receive a refund. We will not issue refunds without the returned item(s) which includes items that may have been lost or stolen.
  IF YOUR SIGNAL RELIEF PATCH IS UNOPENED
  Please send the item in its original packaging.
  Include a copy of either the original receipt,  proof of purchase, or the purchaser's full name and order number. 
  Attach the Return Shipping Label to the outside of the delivery package or use a secure shipping method to send the item(s) so the return can be tracked. 
  IF YOUR SIGNAL RELIEF PATCH HAS BEEN USED/OPENED
  To ensure a complete return, please follow the instructions below:
  For sanitary reasons, remove any used adhesives from the patch(es). 
  Place the blue Signal patch(es) and any unused adhesives in the original packaging mailer, an envelope, or a small box. You will only be refunded if we receive the patches back, used or new.
  Print out and attach the prepaid shipping label on the front of the package. The shipping label is for **** and can be dropped in any outgoing **** mail receptacle. We recommend you document your tracking number, which you can find on the front of the label.
  IF YOU ARE RETURNING SIGNAL RELIEF ADHESIVE REFILL PACKS
  Adhesive refill packs will ONLY be refunded if they are in their original packaging and unopened.

   

   

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22505303
  
  I am rejecting this response because of the vendor's inablity to comprehend the presentaton provided focusing on " product failure" under the one year warranty coverage and choosing to focus instead soley on the return policy as a repetitive mantra defense that is inappropiate and inexcusable verging on UNSCRUPULOUS MARGINALIZATION OF THIS COMPLAINT!

  The refund requested due was not only based on the date the patch was initially used and WHY, but on the ONE YEAR GUARANTEE ON PACAKGING AND ADVERTISEMENTS.
  

  Discouraging the vendor response was confounding and misleading, filibustering with language in two responses based on the 45 day refund policy that was meant to distract from the complaint and the ONE YEAR WARRANTY.  The Vendor choosing to ignore, acknowledge, recognize or engage in any warranty fulfillment.
  

  Escalation to the co-founders were directly made in good faith to resolve this situation but was met with silence, rather than insults hauled as a response to this complaint. 
  I did inquire re: a faulty patch might have been provided...but am now certain this original question falling under the warrantee umbrella was ignored because of the sham and am demanding a full and complete refund."

  Sincerely,

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

  Customer Answer

  Date: 11/27/2024

  Please note the ***** OF THE ORIGINAL BOX IS LISTED WITH  SELLING POINTS INCLUDING "LASTS ONE YEAR GUARANTEED"

  Thank you!

  Business Response

  Date: 12/04/2024

  We  absolutely do have a one year warranty for manufacturer defects. We replace or exchange product for one year from the date of purchase.

  This is all detailed in the return documents that are on our official website that I have already sent you.

  For quick reference I will include the document here as well.

   

  Refund policy
  Return/Refund ************************** phone: ************ email: *********************************************************
  Online purchases may be returned within 45 days of the purchase date.
  
  Signal Relief strives to provide assistance as quickly as possible.

  
  Please contact **************** to obtain a return shipping label. We do not offer partial refunds (i.e: if you purchased a multi-pack, no single patch returns will be accepted). Once we have received your returned item(s), we will inspect for intentional damage such as cuts, alterations, or damage by heat, etc. If there is no damage, we will issue a full refund for the product purchase amount.
  A refund of the price of the item(s) and any applicable taxes will be issued in the original form of payment used to purchase the item. Shipping fees are non-refundable.
  If your Signal Relief patch was damaged during shipping, you must contact **************** within 48 hours to start the return process and exchange. Proof of damage must be provided. 
  Refunds or returns on product(s) purchased through third party vendors will not be accepted. 
  
  
  To obtain a prepaid return shipping label, call or email ****************.
  ************ email: *********************************************************
  Provide the Name on the Order, Order Number and a valid email address.
  If you are unable to print the label, you will be responsible for mailing your product(s) back to us using an alternate secure shipping method of your choosing. In this case, please send it to the address below and email us the tracking number for proof of shipping and delivery. 
  Your refund cannot be processed until your item(s) are received.
  Signal Relief return address:
  Signal Relief Returns
  *************************** Suite B
  ********************
  Shipping costs will not be refunded unless the return is due to merchandise arriving damaged or defective. Refer to Shipping Policy
  Signal Relief is not responsible for lost or stolen items. Refer to Shipping Policy
  Instructions for returning your product(s):
  Please follow the instructions below when packing and sending your product for return. It is important to note that the instructions below must be followed and all of your patches included in order to receive a refund. We will not issue refunds without the returned item(s) which includes items that may have been lost or stolen.
  IF YOUR SIGNAL RELIEF PATCH IS UNOPENED
  Please send the item in its original packaging.
  Include a copy of either the original receipt,  proof of purchase, or the purchaser's full name and order number. 
  Attach the Return Shipping Label to the outside of the delivery package or use a secure shipping method to send the item(s) so the return can be tracked. 
  IF YOUR SIGNAL RELIEF PATCH HAS BEEN USED/OPENED
  To ensure a complete return, please follow the instructions below:
  For sanitary reasons, remove any used adhesives from the patch(es). 
  Place the blue Signal patch(es) and any unused adhesives in the original packaging mailer, an envelope, or a small box. You will only be refunded if we receive the patches back, used or new.
  Print out and attach the prepaid shipping label on the front of the package. The shipping label is for **** and can be dropped in any outgoing **** mail receptacle. We recommend you document your tracking number, which you can find on the front of the label.
  IF YOU ARE RETURNING SIGNAL RELIEF ADHESIVE REFILL PACKS
  Adhesive refill packs will ONLY be refunded if they are in their original packaging and unopened.
  
  Signal Relief and JOVI are general wellness products intended to help promote physical activity and a healthy lifestyle. Signal does not claim to treat, cure or diagnose disease. If you have concerns about your personal health conditions, please consult your physician. The Signal Relief patch is not intended to be cut or altered in any way. Not intended for internal use.

   

   

   

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22505303
  
  I am rejecting this response because despite our every good faith effort towards resolution the vendor is uncooperative and defiant in fulfilling the fiduciary responsibility of the product and  the one year from purchase guarantee.

  Requesting the full and complete support of BBB's intervention to protect consumers rights; with permission to post the entirety of this complaint so others are not victimized by the failure to comply with their product support.

  Further request guidance alerting other agencies to this matter should it remain unresolved.  

  Sincerely,

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

• Initial Complaint

  Date:05/31/2024

  Type:Sales and Advertising 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 Signal Relief Patches and they are not adhering to wherever I place them. I called customer service and their response was to buy medical tape to get it to stick. I do not believe I should have to do this and they should fix the issue with their product.

  Business Response

  Date: 06/14/2024

  To whom it may concern,

  The customer did not have the correct number to contact our customer service. They had, in fact, contacted our call center that is primarily for handling orders alone. The customer has since been in contact with us about the issue with the adhesives. The adhesives were obviously faulty and we have reshipped new ones then have now been received. Customer has expressed that they are satisfied with this resolution and we will be in contact with them again to check that the new adhesives are working.

  Signal Relief, **************** Agent