Complaints

This profile includes complaints for NuShape's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NuShape

  170 Boyer Cir Williston, VT 05495-9561

• 

  NuShape

  2786 N Hollow Rd Rochester, VT 05767-9470

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:05/29/2025

  Type:Customer Service 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 have emailed and have gotten ZERO response. I followed the instructions and no one responded to any of them. I even called the phone number and goes to voicemail and left a message. I have attempted every avenue available. This company is a scam and should be shut down. I want my money back and you can have your horrible product back that doesnt work. I also contacted **************** to dispute the charge and supposedly, Nushape denied my dispute. Funny enough is that **** can get a response but I cannot.

  Business Response

  Date: 07/07/2025

  Response to Complaint #******** ****** ********
  Dear BBB,
  Thank you for the opportunity to respond. We want to first sincerely apologize for not replying in a timely manner. We recently transitioned our customer service operations to a new support system (Zoho Desk), and unfortunately, it appears that ****** Cappuccis original email did not generate a support ticket in the system. As a result, we were not aware of her message and therefore did not respond which we fully recognize was a failure on our end.
  In the meantime, the customer initiated a chargeback through her payment provider. The chargeback was granted, and the funds were returned to her, while she retained the product.
  We accept full responsibility for the oversight, and have since taken the following corrective actions:
  We are working directly with Zoho to ensure no customer emails are missed in the future.
  Our customer service team has been instructed to monitor other inboxes outside of Zoho as a temporary redundancy.
  We are very sorry to both the customer and the ******************** for the lack of communication. We have since contacted ****** directly to offer our sincere apologies and to provide her with support on how to use the product properly, should she still wish to benefit from it. We remain committed to resolving all customer concerns quickly and respectfully.
  Sincerely,
  *****
  Customer ************

• Initial Complaint

  Date:04/02/2025

  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 Nushape Red Light Mat in September 2024. In February 2025just five months laterthe product stopped functioning, with the lights failing to turn on. I contacted the company on February 16, and they confirmed it was covered under warranty and promised to send a ************** has now been over 7 weeks, and I have not received the replacement. Despite multiple follow-ups, customer service has become unresponsive. The company continues to actively advertise and sell the product online, yet has failed to honor their warranty commitment in my case.This device was a key part of my recovery from a traumatic injury. The ongoing delay has impacted my health protocol and forced me to purchase a replacement product from another ********* this point, I have lost trust in both the product and the companys ability to deliver. I am formally requesting a full refund, as I no longer wish to receive a replacement.

  Business Response

  Date: 07/07/2025

  Dear BBB,
  We sincerely apologize to Ms. ********* for the delay and frustration she experienced. We'd like to provide a full account of what occurred.
  On February 16, 2025, Ms. ********* contacted us to report that her Nushape Red Light Mat had stopped functioning. We promptly confirmed that the product was covered under warranty and approved a replacement.
  At the time of her report, however, the item was temporarily out of stock due to unexpectedly high demand, and a shipment delay from our manufacturer made restocking more difficult than usual. This was unfortunately outside of our control, and we did inform the customer of the situation by email. We also published a notice on our website to notify all customers of the temporary backorder.
  Over the course of the issue, we exchanged 16 emails with Ms. ********* between February and April to provide updates and answer her questions. While we tried to keep her informed, we acknowledge that the replacement took longer than expected and this understandably caused frustration.
  The replacement mat was ultimately shipped and delivered on April 24, 2025. Tracking number: 1LSCYG5004VMBY0, via ******. The product was delivered successfully to her confirmed address.
  We regret that the delay caused such a disruption to her recovery routine and led her to lose confidence in our company. While the warranty fulfillment was completed, we take her feedback seriously and are truly sorry that her experience did not reflect the standard of care we aim to provide.
  Sincerely,
  Nushape

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection 

  I do not accept Nushapes response as a fair resolution.
  First, at the time of my purchase and when I reported the issue, there was no notice on their website that the product was backordered. They continued to not just sell, but promote and email me about their mat bundles as if the mat was in stock, which is misleading and deceptive. Their claim that they published a notice does not match what I saw as a paying customer.
  Second, they did not communicate transparently about the backorder status. While they claim we exchanged ******************************************************************* four times. For example, on March 4, I was emailed that my replacement would ship within 7 days yet I waited another 21 days with zero updates until I had to chase them down by email again. 
  This experience has been unnecessarily frustrating, and I remain concerned the replacement may fail the same way.
  I want clear written confirmation that the replacement mat will be covered under warranty for a full year from the date I received it. I also believe a partial refund or store credit is fair given the misrepresentation and the level of inconvenience I experienced due to their poor communication and hidden delays.
  I will only consider this resolved when Nushape provides the warranty extension in writing and offers a reasonable good faith compensation for the lack of service and transparency.
  Thank you,
  ********* *********
  

   

   

  Business Response

  Date: 07/09/2025

  To the Better Business Bureau and Ms. ******************* you for your feedback and the opportunity to address this matter.
  We sincerely regret the delays and frustration Ms. ********* experienced with her warranty replacement. While our team made every effort to fulfill the replacement as quickly as possible, we were impacted by extended manufacturing and shipping delays beyond our control. During this time, we remained in contact with Ms. ********* and kept her updated with the information we were receiving from our supply chain, though we understand this experience fell short of expectations.
  We take customer satisfaction seriously and stand behind our products and policies. Ms. ********** mat wasand remainscovered under warranty. To make this right, we are offering the following resolution:
  1. An additional 1-year warranty extension from the date the replacement mat is received, providing her with full peace of mind for continued product use.
  2. A $100 compensation as a goodwill gesture for the inconvenience and distress caused by the delay.
  While we regret that the situation unfolded as it did, we want to emphasize that our intention was always to honor the warranty and resolve the issue. We appreciate Ms. ********** patience during a time of unexpected logistical challenges.

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for your reply. I will accept this resolution under the following conditions:
  The 1-year warranty extension on my replacement mat must be confirmed in writing to me, running for a full year from the date I received the replacement.
  The $100 compensation must be provided as a cash refund to my original payment method, a mailed check, or a prepaid debit card not as store credit and I must receive it.
  Once these two conditions are confirmed and fulfilled as described, I will consider this matter resolved.
  Thank you for addressing this.
  *********

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:03/18/2025

  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.

  On December 21, 2024, I placed an order with NuShape for a red ************* mat valued at approximately $1,300, along with two additional items. While the other items were delivered on January 5, 2025, the therapy mat remains undelivered due to reported backorder status. I have engaged multiple times with customer service, who repeatedly promise delivery within two weeks before closing my support tickets without resolution. Despite my requests for a refund, the company has been unresponsive. NuShape has neither delivered the product nor processed my refund request, effectively retaining my payment without providing the purchased item.

  Business Response

  Date: 04/24/2025

  Dear BBB,
  
  Thank you for the opportunity to address this complaint.
  
  We would like to clarify that Ms. ********* order was partially fulfilled promptly, with two of the three items (including the Red ************* Mask and the NeuroPulse PRO) shipped and delivered in early January 2025. The third item, the Nushape Red ************* Mat, was clearly marked as out of stock at the time of purchase, and this status was indicated on our website.
  
  Throughout January and February, we maintained open communication with the customer, providing regular updates to inform her that the mat was still on backorder and that delays were longer than expected. We responded to all inquiries and support tickets with transparent information.
  
  Upon the customer's request, we processed a full refund for the undelivered therapy mat on March 19, 2025, in the amount of $1,104.15. The refund was issued to the original payment method ***** ending in 2484). A confirmation email was also sent to Ms. ******* that same day (attached here as a PDF titled "Some items in your order have been refunded").
  
  We sincerely apologize for the inconvenience caused by the delay and are committed to continuous improvement in both communication and fulfillment timelines. We believe this matter has been resolved in good faith and hope this clears up any misunderstanding.
  
  Kind regards,
  ******* *******
  Nushape

• Initial Complaint

  Date:12/19/2024

  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.

  My nushape didnt work at all not even a inch of what was promised I actually developed pain I would like to return but they wont let me Im not overweight I should have seen results I would like a refund back on a promised item

  Business Response

  Date: 12/23/2024

  Dear BBB Representative,
  

  Thank you for reaching out regarding the complaint filed by Ms. ********* *****. We take customer concerns very seriously and appreciate the opportunity to provide clarification on this matter.
  Ms. ***** purchased a Nushape Lipo Wrap and later expressed dissatisfaction with the results. Below is a detailed summary of our interactions with Ms. ***** and our efforts to assist her:
  Timeline of Communication:
  Initial Inquiry:
  Ms. ***** reached out to our customer care team with questions about how to use the Lipo Wrap for specific purposes, such as thyroid health and neck pain. We provided guidance on appropriate usage, session lengths, and how red ************* works for different needs.
  Follow-Up Questions:
  She inquired about using the wrap on her head, its portability, and long-term benefits. We clarified that the Lipo Wrap is not designed for head treatments, advised her to use a portable powerbank if portability was a concern, and confirmed that red ************* remains effective with consistent use over time.
  Expression of Dissatisfaction:
  Ms. ***** later informed us that she had not experienced the results she expected and mentioned developing mild discomfort. We apologized for her experience, provided additional tips for safe and effective use, and reassured her that we would be happy to assist further.
  Request for a Return:
  On October 18, 2024, Ms. ***** asked how to return the product. We provided clear instructions on returning the wrap within our 30-day return window, as per our return policy. We reiterated that the return shipping would be the customers responsibility, which is stated in our policy.
  Change of Mind:
  Subsequently, Ms. ***** informed us that she no longer wished to return the product. Instead, she decided to keep it and expressed interest in purchasing a portable powerbank to enhance the wraps usability. She mentioned that she had received a discount code for the powerbank, but it was not working. We promptly resolved this issue by providing her with an alternative discount code.
  Current Status:
  At no point did Ms. ***** return the product to our warehouse, which is a prerequisite for processing a refund. Based on her latest communication, she indicated she intended to keep the wrap and purchase a powerbank.
  Our Policy and Position:
  While we regret that Ms. ****** experience did not meet her expectations, we have consistently adhered to our return and refund policies. As per our policy:
  Customers may return products within 30 days of delivery for a refund.
  The customer is responsible for covering return shipping costs.
  Refunds are processed promptly once the returned product is received at our warehouse.
  We remain committed to resolving this matter. If Ms. ***** decides to return the product within the return window, we are more than willing to process a refund for the product cost. However, as of now, she has chosen to keep the product, making her request for a refund inconsistent with our policy.
  We havent received an email back from the customer after her inquiry regarding purchasing the powerbank. We remain open to addressing any further questions or concerns regarding this matter.
  Thank you for your understanding and attention to this case.
  
  

  
  

  Customer Answer

  Date: 12/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  
  As you can see by the images attached they post a pretense that you will loose weight closely comparing to actual lipo this is deceiving marketing and they even emailed me and told me to use on my thyroid there recommendations were to use over a course of time 30 days was not enough I didnt loose anything or any inches I experienced side pain and they were aware of it in my emails as I mentioned before Im not over weight I would have expected some change according to there website promise I would like a full refund 

  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair 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.

  Purchased $1249 Red ************* mat with Nushape in Sept 5, 2023. No confirmation of order was ever issued, and no response when requested, which was unsettling, but I received the mat at the beginning of October.Loved the mat, while the cords (4 pieces) were quite loose and would pop out easily if you knocked them in use, but still useable - until the top half of the mat stopped working. No lights, no warmth. Either something disconnected internally, or it shorted out. It was noted previously that the left perimeter of the mat was getting increasingly hotter than the rest of the mat.I have contacted them 6 times over the course of many weeks for fixing or replacement, as it was still under warranty. But no one has bothered to return my pleas for contact. There is no telephone number, only email and through their website. I have tried both platforms repeatedly, run multiple internet searches to see if i can find more ways to connect. Nothing. Im pretty appalled that in such a competitive market this is the way they conduct their service!?Sought after resolution:#1 contact!!!#2 honor the warranty and fix/replace my mat, as contact is proven to have been tried prior to my granted year being up Given the proven lack of effective systems and/or integrity of this company, i would strongly encourage others to use a more reliable provider in this saturated market.

  Customer Answer

  Date: 09/21/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 10/24/2024

  I am writing to inform you of a customer complaint that ********************** recently received and the steps we have taken to resolve the issue. The complaint pertains to a $1,249 Red ************* mat purchased by the customer, ******* *********, on September 5, 2023. After approximately ***** months of use, the customer began experiencing technical issues with the mat, including loose cords and overheating. Eventually, the mat stopped functioning.
  
  Ms. ********* contacted us multiple times, expressing her frustration over not receiving a proper resolution under the warranty. However, upon reviewing our records, it appears that while we did respond to her emails, there may have been some miscommunication or technical issues that led to a breakdown in the conversation.
  
  We have since reached out to Ms. ********* to resolve the situation. I have explained that we responded to her previous emails and provided screenshots to show our responses. Despite the delays, we have apologized for the inconvenience caused and offered to replace her mat free of charge. We have also asked the customer to confirm her shipping details for prompt delivery of the replacement.

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I see that the business has responded to BBB (finally) regarding my complaint only they have never tried to contact me as they said they have, and both my email and telephone are listed and valid. I have checked my spam as well
  
  Are there any contact details for this company? Or anyway to resolve this as they said they would? I have no way of contacting them and i assure you they have not attempted to contact me on my listed information.
  
  Thank you for your assistance.
  
  Kindly,
  
  ******* ********* 

  Business Response

  Date: 12/02/2024

  We are writing in response to the complaint submitted by ******* ********* regarding her Red ************* mat. We sincerely apologize for the delay and any frustration this issue may have caused her. Resolving this matter promptly and to her satisfaction is our top priority.
  

  Our team has reached out to Ms. ********* multiple times to address her concerns. However, it seems there may have been a miscommunication or technical issue that prevented her from receiving our responses. To ensure transparency, we have attached screenshots of our previous replies and a copy of the most recent email we sent to her today.

  In this email, we reaffirmed our commitment to resolving her issue by offering a replacement mat at no additional cost. We have also requested confirmation of her shipping address to expedite the resolution

  
  

  Email sent 22 of November 2024:

  .Dear *******,

  I hope this email finds you well. First and foremost, I want to extend my sincerest apologies for the delays and frustration you've experienced while trying to resolve the issue with your Red ************* mat. We truly appreciate your patience and understand how disappointing this situation has been for you.

  I have reviewed your case, and I understand that youve reached out multiple times without receiving a proper resolution. After checking our records, it seems we have responded to your emails, but it looks like there may have been some miscommunication or technical issues that prevented the continuity of our conversation. To clarify this, I have attached screenshots of our previous replies to your emails to show our intent to assist you.

  Nonetheless, I take full responsibility for any inconvenience this has caused and want to assure you that we are committed to resolving this matter swiftly.

  As part of our commitment to your satisfaction, we are arranging to send you a brand-new replacement mat at no additional cost. Could you kindly confirm if we should send the replacement mat to the same address?

  ******* *********
  **************************************************** - M/Y Heaven Can Wait
  c/o Yacht Chandlers
  *************************-1827
  *************

  Once again, I sincerely apologize for the time this has taken and for any distress it may have caused.

  Please expect a confirmation email shortly regarding the shipment of your replacement mat. Should you need anything else, please dont hesitate to reach out directly by responding to this email.

  Thank you for your understanding, and we truly appreciate your trust in Nushape.

  Warm regards,

  *****

  
  

  Customer Answer

  Date: 12/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received the BBB correspondence from Nushape on Monday (but did not see/read until Wednesday) stating they have tried to contact me to resolve, offering me a replacement item.  I assure you i have never received any type message or email, on either my provided email or telephone.

  
  

  I did not see an option this time on the BBB to reply to the last message on the platform, only to select that the issue had been resolved or was unresolved. Given their last reply was expressing apologies and saying they are willing to resolve, even confirming my address for new item to be shipped, i had my hopes up and i gave the benefit if the doubt and hit resolved, immediately following up with an email to the company directly providing a copy/paste of the case information for reference, confirming my address and provided 2x emails and 2x phone numbers, just in case wires simply had been crossed somewhere!? I kindly asked to receive contact back for proper confirmation and still have yet to receive any form of contact from them.

  
  

  Is there anyway to keep this case open until it has been resolved/contact actually made by them?  This is a very exasperating situation and now i truly feel they just posted that on BBB so to not have their company look bad, with no intent to resolve my issue. I think anyone can appreciate that it is unrealistic they have tried yet are unable to reach me 1 out of 4 ways provided 

  
  

  Please help!! Any advice greatly appreciated.

  
  

  Kind regards,

  
  

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

   

   

  Business Response

  Date: 12/09/2024

  We have responded by email.

  Dear *******,
  Thank you for your reply and for confirming your address. I truly appreciate your understanding and patience as we work to resolve this matter for you.
  Ive gone ahead and placed the order for your replacement Red ************* mat. Due to high demand, we are currently out of stock, but Im pleased to let you know that new inventory is on its way. We anticipate being able to ship your replacement within the next two weeks.
  Theres no need to return the broken mat at this time. However, if you have any concerns or further questions about it, please dont hesitate to let me know.
  Once your replacement has been shipped, Ill provide you with the tracking details so you can monitor its delivery.
  If theres anything else I can assist you with in the meantime, please feel free to reach out. Thank you again for your understanding and for allowing us to make this right.
  Warm regards,
  *****
  Customer Care
  
  
  
  ---- on Thu, 05 Dec 2024 03:43:09 +0800 "******* *********"<*********************************> wrote ---- 
  
  
  
  
  VG
  
  ******* *********
  .
  05 Dec 03:43 AM
  ( 4 days ago ) 
  
  
  
  ?Hi there,
  
  
  
  According to your reply to BBB you have been attempting to follow-up with me regarding my broken RLT mat and frustrating inability to connect with anyone after a lot of attempts.  Your information through the BBB file does not ring very matter of fact as i have left my telephone number as well with no attempt there neither, but that said I do appreciate the correspondence through BBB and will graciously accept the replacement mat as offered:
  
  

  
  

• Initial Complaint

  Date:04/18/2024

  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 placed an order for a lipowrap From the merchant and they never shipped my items. I Called the carrier because the merchant claims that the carrier lost my package but that was a lie. The carrier said the merchant never shipped my items. These items cost too much for this type of customer service. Where is my stuff?

  Business Response

  Date: 05/06/2024

  Dear Better Business Bureau,
  
  We are writing in response to Complaint #******** filed by ******** ***** on April 18, 2024. We appreciate the opportunity to address the concerns raised by our customer and clarify the situation surrounding her order for a Nushape Lipo Wrap and Nushape Power Bank.
  
  Summary of Events:
  
  Order Placement and Confirmation: ******** ***** placed an order on April 2, 2024, through our online store. An order confirmation was immediately sent to her email **************************** which included all pertinent details of the items purchased.
  Shipping and Tracking: The items were shipped on April 3, 2024, via ShipMonk | Order Fulfillment, and a shipping confirmation email was dispatched to the customer. Tracking information was provided (shipment delivered email sent on April 29).
  Refund Issued: Despite our records indicating that the shipment was out for delivery and subsequently delivered, we understand that Ms. ***** reported non-receipt of her items. As a gesture of goodwill and commitment to customer satisfaction, we issued a full refund on April 18, 2024, even though the shipment was confirmed as delivered.
  Clarification Regarding the Carrier Communication: We apologize for any confusion that *** have arisen from communications with the carrier. According to our records and the tracking details provided by ******** and the carrier, the package was indeed sent and marked as delivered. Any indication from the carrier that they had not received the items from us was a misunderstanding.
  
  Current Status:
  
  The total value of the refunded items was $539.00, which was fully reimbursed to Ms. *****.
  We strive to ensure that all our customers receive their purchases in a timely and satisfactory manner. It is regrettable that this situation did not meet those standards, and for that, we sincerely apologize.
  Further Assistance: We are committed to ensuring the satisfaction of all our customers and are ready to take further actions needed to rectify this situation. Should Ms. ***** still require the items, we are prepared to resend the order at no additional cost to her, ensuring a more closely monitored delivery process.
  
  We hope this response addresses the concerns raised by Ms. ***** and demonstrates our ongoing commitment to customer satisfaction. Thank you for facilitating this process, and we look forward to resolving this matter to everyone's satisfaction.
  
  Sincerely,
  
  *****
  
  Customer Care

• Initial Complaint

  Date:10/12/2022

  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.

  Sent in for repair under warranty insured product bought this past spring sent it 3 weeks ago no word at all. Also emailed 3 times.Sent to address for repair.

  Business Response

  Date: 10/24/2022

  ******************* emailed us on the 17th of September with the issue that the lights had stopped working from his lipo wrap.
  We emailed him some troubleshooting questions, but he still needs to answer them accordingly.
  After this, the issue was left unresolved and not picked up properly. We have emailed him back after your notification to resolve this matter.
  I have attached all our communications to this email, and we are still waiting for confirmation of his address so we can send him a replacement.
  

  
  

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have more it was also emailed to the company help email address for customer support.
  Somehow this company has either failed to acknowledge it was received or have lost the item.
  The tracking information shows it was received accepted.
  I sent it to the address listed on web information and also attached hand written instructions as website states.
  I did my part. The belt got there. 
  The *********** stands by it. 

  Business Response

  Date: 11/03/2022

  We have sent the customer, after confirming his address and receiving the faulty item back, a whole new wrap to remedy the situation. 

  This order was delivered by Lasership with the tracking number 1LSCYG500163M4T