ComplaintsforTherasage

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a personal sauna for my wife and I on 4/1/24- within ***** days. First the care fell apart- which they replaced with a better one, then within the same timeframe the powerpack went out- it took sometime but I finally got ahold of their technical support and they sent me a new powerpack. I have the exact same issue now within 30 days of receiving the 2nd power pack, the heat does not come on. I wrote to Therasage again and this time asked for a refund but they stated I am now passed the 30 refund window. I paid almost $1,200 dollars and the sauna is of poor quality. I don't believe my request for a refund is unwarranted.

  

  Business response

  06/04/2024

  ****** placed the order on March 30 and immediately wrote in and asked to cancel.  We obliged.  He emailed again on March 31 and said to ship the order anyway.  We obliged.  His shipment may have been banged around by *** but seemed to work.  On April 20, he wrote that his chair was broken and we replaced immediately.  By May 6, at the 30 day ***** he contacted that he wanted to return the sauna for a refund.  We obliged immediately.  We provided him a return label and scheduled a pickup from his home.  He contacted and said to cancel the return (again) and we obliged.  Instead we shipped him a new power supply per his request.  The next time we heard from him was May 29 (well outside his 30 day return window) and once again was requesting a return for refund.  We informed him that we could not issue a refund outside of our window.  We let him know that he has a 2 year warranty on the sauna and we will support him and his sauna.  He was not satisfied with following our policies.  Since we wouldn't change our posted company policies for him, he reached out to BBB in a hope to get his way.  As you can see from the above communications, we have obliged him in his requests within our policies.  The fact that he changed his mind yet again is not justification for us to alter our posted company policies.  Our customer service has been top notch for him and very responsive to each request or communication from him.  My most recent communication to ****** has not been replied to since May 30.
  
  Hi ******,
  I am sorry for the experience you are having but this is not standard for Therasage.  We have been in business for over 20 years and our saunas are great quality.  The issues you have experienced could be something that happened in shipping that caused your initial sauna to malfunction, the chair to be weakened and even the replacement parts to not correct the issue.  
  
  Since you dont have the original shipping box, you can put the sauna in the zipper carrying case and wrap with saran wrap or cling wrap.  This will protect the outside and allow the return label to be adhered to the sauna.  Once its picked up by *** we will ship you a complete new sauna.  We at Therasage want you and your wife to enjoy all the benefits of the worlds premier infrared sauna.  
  
  You are outside of our 30 day return for refund window but we are more than willing to get you up and running and make you another completely satisfied customer.  
  
  I will have my *** concierge contact you with a return label and schedule a pickup from your location.  
  
  Warmest Regards,
  
  ***************************
  Director of Operations

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Rating: ????? (1 out of 5)**Purchase Date: May 30th, 2023 Received: June 6th, 2023 I chose the Thera360 sauna because I was assured it was UL certified, a key safety feature for electrical products with certain amount of voltage. Especially with your product that apparently requires 900 **************** Voltage: 120V. However, after receiving the Therasage, I couldn't find any UL certification marks or anything that shows in conforms to UL or CSA standards. Even a quick search on UL database didnt show up on my end.Despite reaching out to Therasage for clarification, the responses have been vague and delayed, with no concrete information provided about the sauna's certification status. The lack of clear, prompt communication from Therasage has been disappointing, undermining my confidence in their commitment to safety and customer care.I'm asking ********************** to:1. Confirm whether the sauna is UL certified.2. If it's not, I would like an apology and a full refund due to the misleading information provided at purchase. Even putting my kids at a risk we were not willing to take.Safety certifications are crucial for electrical products at a certain amount of voltage. I hope this situation is resolved quickly and serves as a reminder of the importance of transparency and accountability in product descriptions and customer service. I dont understand how your customer support was clear that it had a specific UL certification and yet when I finally catch that your product has no certification stickers by UL or CSA you have difficulty responding to me. Worse, you have now ignored my emails.

  

  Business response

  05/09/2024

  As a private company based in the **, we do not provide the ** certificate directly to customers.  We will provide to customs officials at the border and to carriers as needed.  We have been in business for over 20 years making electronic devices and especially the portable sauna that was purchased by this customer.  The ** and information contained therein is proprietary and we are not comfortable sharing it with individuals directly. We will be happy to refund this customer and wish him well.  (which is what we are doing).  This will effectively end any technical or warranty support for his order. 

  Customer response

  05/14/2024

  I understand that I have 10 days to accept or reject Therasage's response. I received a notification about a partial refund, which will be processed within 10 days. I will withhold my response until I confirm that the full refund has been received. I want to ensure that my case remains open until the refund is fully processed, at which point I will consider their response.

  Customer response

  05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date: 02/13/24 RE: Therasage Infrared Healing Pad Mini Square.I initially ordered the Infrared Healing Pad Mini Square from Therasage on 01/04/23 for $127. I received and used the product, but the product stopped working, so I contacted the company on or about 02/22/23, and they offered me an exchange for a new healing pad. I returned the defective product and received the exchange.The exchanged product stopped working and I believe this time the cord attached to the pad pulled away and wires were exposed. I once again contacted the company on or about 05/11/23 and they offered another exchange. I received the exchange.Once again, the exchanged product stopped working, and I made another exchange with the company on or about 07/17/23.This time, since it was summer, I did not use the healing pad for several months after I received the exchange, but when I started to use it during the cold winter months, the cord attached to the pad pulled away and wires were exposed. Then shortly thereafter, the unit stopped working. I contacted Therasage on or about 01/08/24 and this time requested a refund rather than a replacement because the product was clearly defective. The representative, ******, was adamant that a refund was not possible. She indicated that she would send me a mailing label to return the product and that they would do some testing of the returned healing pads to determine why they stopped working. I returned the defective product but have not heard back from the company since 01/08/24. I called several times and left voicemail messages, but nobody returned my calls. I have since purchased an infrared heating pad from another company and would like to resolve this matter with Therasage by getting a refund of $127. The company is committed to providing an operational product, but the product is clearing defective and thereby I believe I deserve a refund.Copies of the invoices are attached hereto.

  

  Business response

  03/14/2024

  We are so sorry that **** had these challenges with our Healing Pad,  We were hoping that she would be able to enjoy and benefit from our mini pad, as is apparent with our support in replacements.  This is a very unusual situation but that being said, the universe acts in mysterious ways, so it is apparent she was not destined to have a Therasage pad.  If we had received the returns we would have followed up with her, however the *** provided labels were not used, so we could not determine what the cause of the issues were.  

  All that being said, we have provided a full refund and wish her good health !!

  Customer response

  03/15/2024

  I used the return labels and they received back the defective products. They even indicated that they were examining them to determine why they stopped working. Therasage has refunded my money, so I'm ready to let this matter rest. I just wanted to clarify that I did all that was requested of me to resolve the issue. Thank you.

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a quite expensive heating pad from Therasage and it just stopped working/getting hot. I attempted to call customer service but the only form of communication is via email- which numerous different people contacted me and none resolved my concern/issue. Horrendous customer service and horrendous product quality. If Thersage advertises products as superior they should make them worth the cost, the description provided should be accurate, and they should provide a better method for customer's issues rather than solely email - with numerous different people emailing and none resolving anything.

  

  Business response

  12/04/2023

  ***************/******** order of one of our healing pads was dated from August 1, 2019 (Order #*****).  Our full spectrum heating pads come with an industry standard 1 year warranty from the date of purchase against manufacturer defects. Her pad was over 3 years past our warranty period.  I have located all of ******************* email communications with our customer service team and attached copies here as proof.  We were nothing but kind and helpful to her, however her demands and tone seemed to suggest that she just wanted to have her demands met.  We do not operate that way.  As a courtesy, we offered her a 25% discount on the purchase of a new pad (after 4 years) which is generous for any reasonable customer and well beyond what other companies would have done.  We do offer phone service to our customers and even have tech support available by phone and text for our customers.  However in situations like this, it's better for us to have written proof of the exchanges and commitments so we can show our customers how we responded and that this is not about our actual customer support.  Her desired outcome was a "replacement" over 4 years after her purchase however our valued customers know that only disgruntled customers who didn't get their way (no matter how unreasonable they may be) write to BBB to file a complaint.  We hope that any person that comes to the BBB to find out about our small family business will thoroughly read thru the complaint AND response.  We go out of our way to offer our customers assistance, alternatives, and reasonable actions to make an informed decision about our company.

  Customer response

  12/04/2023

   
  Complaint: 20765747
  
  I am rejecting this response because:
  

  I'd beg to differ on polite, but do agree I expected more than 25% off of a $400 heating pad that promised so many things and didn't deliver any.  Why would I desire to order another one at 25% off when the first one didn't even last? Makes absolutely no sense. 

  To be honest, this was barely used and was not working well before I contacted them.  My son is an athlete and the one who utilized- I wasn't informed until I attempted to use it on my husband that time had elapsed and that my son had knowledge it was not heating. 

  I just feel it is way overpriced for what it delivers. It truly is a basic heating pad with really no bells or whistles.

  I certainly didn't turn to BBB because I didn't get "my way" - my intent was to have potential buyers well aware of the excessive price, lack of productivity in hopes no one else is taken advantage of and waste their money. 

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

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a PEMF **** from this company but never received it. I was told it had been delivered and assured them before looking for it that itd be returned, because I realized Id had past dealings with this company where they failed to acknowledge their warranty with multiple broken smaller mats. I have documentation of this. When I went to retrieve the package, it wasnt there. That was more than a month ago, on 2-2. They are refusing to refund or produce *** proof of delivery, which was signed as SS office. Therasage filed a claim which appears to be complete. Still, Therasage refuses to refund me.

  

  Business response

  03/18/2023

  YOU WERE ALREADY REFUNDED 100% OF YOUR MONEY.  We are not sure what else you want.  We did our part and delivered your order to your address you provided.   And we refunded you even though the item was never returned to us.  We filed a claim with UPS.  They are investigating and it is still an open claim.  YOU HAVE ALREADY BEEN REFUNDED 100% of your money.  What else do you want?  We are a small family run business and one of the owners CALLED YOU DIRECTLY and spoke to you about this situation.  You were refunded all of your money.  What else do you want?  We truly hope you feel better. 
  

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a portable sauna. On receipt of the sauna, I realised that the quality is not what I expected and I wish to return it. I am within the 30 days. It took a number of days to receive a response from therasage, after which I asked for a return label, to which I have received no response. I have followed up twice. They have not responded for over a week despite 3 emails. I have a limited time to meet the 30 day return policy.

*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. ↩