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:12/16/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 made a larger purchase at the end of October when the website had a large sale on assorted items. I have reached out three times to Massage Warehouse about items from my order that they either put on "backorder-cancelled" or just simply cancelled without my knowledge. I did receive a refund for one item in the amount of $8.63. However I have reached out twice on another item that I did not receive and have not been issued a refund for in the amount of $6.39. It's not the refund price that is the biggest issue, it's the lack of customer service and dishonestly with this whole process. After I called the 2nd time, the woman I spoke to said she saw on her end that the item was cancelled and that I should've received a refund and that she would process it. That was on 12/2/24. Now we're at 12/16/24 and this is still no refund issued. I just got off the phone with customer service for a 3rd time regarding this and the woman said it just now (today) got escalated to be cleared to be refunded back to me. This was not an item that I cancelled personally, it was cancelled on their end from my order. It should never be this difficult to get a refund on an item that shows on their end that I should have and that they made an error in completing the refund. Customer Service all give the run around with why a refund hasn't been issued, but can't give me a definitive answer. Just agreeing that it should be refunded and that it "will be", but nothing was done since my last call on 12/2/24. I don't know if they hope you'll forget about it or just get so irate and give up and then they won't have to process the refund.

  Business Response

  Date: 12/27/2024

  Hello, we do apologize that the 2 items on your order had been canceled. We sent emails for each of the item that had been canceled with the manufacture so we had to cancel it on your order. We have finished refunding you for the other item and you will see a refund in 24-48 hour. Again we apologize for the delay in resolving this issue. 

  Customer Answer

  Date: 01/01/2025

   Better Business Bureau:
  
  I have not as of yet seen the refund back in my account that they said they had issued back to me. However, I'm trying to give grace with it being the holidays and there may be a delay with getting the refund to post. So I'm accepting what they are telling me, that they did indeed process the refund, and I'm hoping it will post later this week. Thank you for your assistance.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:08/13/2024

  Type:Delivery 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.

  I placed an order on March 14th 2024 for a massage chair and paid $781.35. The amount cleared in my bank. They did not send a confirmation email or any email about the product being delayed, but they often have items on back order so I waited about a month. On April 17th I began calling and emailing. No answer on their phones. No response to my emails. No refund. No product. No shipping notice. I continue to receive emails from them promoting discounts so I know they are still operating, but they have taken my $781 and run with it. They refuse to even speak with me, I have not once spoken with a representative despite over 20 attempts at doing so. This is aside from the fact that every other order I’ve placed showed “in stock” online, but once I paid I was immediately sent an automated email saying the items were on back-order and would be delayed. The thing is, on all these other items, the email stated I would be refunded if the items did not ship within 60 days. That’s a long time, but they kept true to their word on those other occasions with purchases under $300. But now that I’ve paid $781, they have not upheld this promise. It is now August 13, 2024 and I still have not even received a response from the business regarding my order, payment, etc. At this point I would like my money back because I think it’s safe to assume I will not be receiving my order.

• Initial Complaint

  Date:05/04/2023

  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.

  I placed an order on April 24th with Massage Warehouse I paid for it $120.54. I called to check the status of the order they said it was delivered 5/2/23 to *** ** **** ***** ***** **** **** ***** ***** ** and signed for Higuru this is not my address and I don't know who this person is. it was delivered to wrong address. I requested to reship the items or refund and I spoke to ****** ***** and she would not help me she said it was delivered and I need to go find the package myself at this address. This is terrible customer service. There are 12 business at that address impossible to find this package myself. I called several of these business and package was not received. I spent several hours trying to locate this package with no results. Please issue a refund I will not be doing business with this company anymore.

  Business Response

  Date: 05/19/2023

  Hello, I have attached the web order that we have and the order that processed to our order system. ******** received at least two emails to ************************** with the address that she entered while placing the web order . Had she contacted us before it was delivered we could have turned it around for a refund and she would have been able to reorder. We do not access nor do we intervene with web orders, so nothing would have been changed with the order placed by the customer. There are two opportunities online prior to completing the order to verify the address before placing the order. As we provided all the information to her to verify and contact us before it was delivered.

  Thank you 

  ****

• Initial Complaint

  Date:01/30/2023

  Type:Product 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.

  December 26th I ordered an Ellia Gather Ultrasonic Essential Oil diffuser for $133.59 plus tax and shipping.
  Item # *** **** Invoice # ********** Order # **********
  I received the delivery when I arrieved back in town on the 3rd of January. I put the diffuser together, but couldn't get the remote to work, bought a new battery and only the music worked. The diffuser didn't work, and the remote was broken.
  January 5th reached out via email explaining that the situation and didn't receive a response. Followed up with a phone call on the 9th asking for a refund as now the remote wasn't working at all and I just wanted to return the diffuser and get a refund. They responded with they needed to reach out to the vendor because they don't take back items that don't work and that someone would respond via email. I sent two additional emails on January 13th and 19th. I have not received a single response.
  I just want my refund for a product that I purchased and that doesn't work.