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:03/13/2025

  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.

  The photo shown for sell has items that didn't come with product. The items missing are featured in three different photos with three different sets which are different prices because of the lotions and serum. Not the pads. There are green and orange pads in each photo but not with what they sent out. There's all white pads that was shipped with product. No where do they show a Vibrosculpt with all white pads in the photo. It's false advertisement. There's no product description and they claimed a photo of what I was ordering was in the order summary but I don't remember and when I looked at what they said was the photo of what I was ordering it was a tiny thumbnail that no one would have noticed. Absolutely no product description whatsoever regarding the green and orange pads.

  Business Response

  Date: 03/17/2025

   

  Dear BBB Representative

  We appreciate the opportunity to address the concerns raised by Ms. ****** ***** regarding order #VS-19328. We take customer satisfaction very seriously and always strive to provide clear communication and resolution when issues arise.

  Ms. ***** initially contacted us on Thursday, March 13, claiming that she did not receive the Pro Contour Pads (Colored Pads) and instead received Pro Sculpting Pads (White Pads). Upon reviewing her order details, we confirmed that her purchase did not include the Pro Contour Pads, even though they are available for purchase on our website. To ensure transparency, we provided Ms. ***** with her original order confirmation, which clearly outlined the items included in her purchase.
  Additionally, Ms. ***** expressed frustration over a price difference, stating that the product was listed at a lower price on a different day. We explained that, as an e-commerce business, we regularly update our pricing and create promotional bundles as needed. These changes are based on business strategies, sales events, and customer demand.

  Despite our efforts to clarify the situation, Ms. ***** responded with hostility, making multiple threats and posting negative comments on our social media pages. She also sent numerous emails containing offensive and inappropriate language. Although she received exactly what she ordered, we still extended a goodwill refund offer in an effort to resolve the matter amicably. Unfortunately, Ms. ***** continued her behavior, rejecting our refund offer while persisting with harassment and defamatory remarks about our brand.

  For reference, we are attaching copies of our communications with Ms. ****** including her inappropriate language and repeated harassment. While we value all our customers, we also believe in maintaining a respectful and professional environment for both our team and community.
  We appreciate your time in reviewing this matter and are happy to provide any additional details if needed.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23063721
  
  I am rejecting this response because: At no time was I offered a refund and allowed to keep product. They didn't specify the details of the refund.. They couldn't explain why they had false advertisement and no valid product description. If I can keep the item, I will accept the refund. If they want it back, I deserve it for free because of false advertisement and being ***** of ordering from their business again. I'm unable to find a suitable substitute for this brand. If they don't want the item back, I will accept the refund seeing how the correct package wasn't sent out
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 03/18/2025

  I do not trust if they will offer a refund if I send the item back. They won't even admit to false advertisement and not having accurate product descriptions. They produced a small thumbnail and tried to tell me that's what I ordered. Where's the hard white attachment of that's the case? There's no option to purchase it separately so it was supposed to come with the unit. That is why I'm asking for a free unit. This doesn't seem like an ***************** Their distribution centers are just in *******. They have poor customer service. I'm already under a lot of pressure in life and don't need these problems when I'm giving money to someone's invention. I don't know where that company is really from but the customer is always right in *******. I bought this product and chose the installment plan  which I had my bank credit the first draft back while parties involved investigate. They're going to credit back the second draft. The pads sent with the item also had no labels explaining what they are. There was a small box inside that look like it was supposed to contain the hard white attachment but that wasn't in there. The attachments are in nondescript packaging. I got a white pad with orange dots and three white pads. That's not what the picture was selling. 

  Business Response

  Date: 03/18/2025

  Dear BBB Representative,
  

  We appreciate the opportunity to address the complaint regarding this customers order. We want to provide full transparency regarding our actions and resolution.
  Upon reviewing the case, the customer initially reached out to our team claiming they did not receive the Pro Contour Pads (Colored Pads) and only received the Pro Sculpting Pads (White Pads). We thoroughly reviewed their order details and confirmed that their purchase did not include the Pro Contour Pads. We provided the customer with multiple explanations, including the original order confirmation, which clearly listed the items they purchased. Despite this, the customer continued to demand the additional pads and became increasingly aggressive in their communications.
  

  Unfortunately, the situation escalated as the customer began using inappropriate language, harassment, and insults toward our customer service representatives. While we understand that misunderstandings can occur, we cannot condone any form of harassment or mistreatment of our staff.
  

  To resolve the issue amicably, despite the fact that the customer received exactly what they ordered, we proactively issued a full refund for their purchase as a goodwill gesture. This means the customer has been fully reimbursed and was able to keep the product they originally received. Since the refund was successfully processed, there are no further actions we can take on our end.
  

  If the customer has not yet seen the refund reflected in their account, we advise them to contact their bank or Shop Pay for further details, as it may take 3 to 4 business days for the refund to appear on their statement.
  

  We trust this clarifies our position and demonstrates our efforts to provide fair customer service while also maintaining a respectful environment for our team. Please let us know if any further clarification is needed.
  

  ( Please check attached the refund confirmation)

   

  Best regards,

• Initial Complaint

  Date:07/16/2024

  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 have never received my order that was placed on 6/18/2024 in the amount of $163.78 I have been reaching out to the company via email and they have been giving me the run around .I feel like they have scammed me out of my money and I would like it returned.

  Business Response

  Date: 07/17/2024

  Dear BBB Representative,
  
  
  Thank you for bringing this matter to our attention. We take customer satisfaction very seriously and are committed to resolving any issues promptly.
  
  
  We received the order from the customer on June 18, 2024, at 10:05 AM. The order included the following 
  items:
  
  
  Vitamin C Oil
  Pro Sculpt Starter Kit
  
  
  The total amount for the order was $163.78.
  
  
  Upon checking our system, we found that the items were shipped on the same day, 06/18/2024, and delivered on 06/21/2024 at 2:51 PM via ****** According to the carrier, the package was delivered to the address provided by the customer.
  
  
  The customer reached out to us on July 2, 2024, claiming that the item she received was defective. We provided her with a return label the same day, as our policies offer solutions such as reshipping packages or issuing refunds if we confirm that a package is defective.
  
  
  Additionally, on July 5, 2024, we processed a new order (CS-VS-6372) with a new charger for her device. Even though we had sent her a return label to exchange the defective item, she asked us to cancel that order since she returned the defective item.
  
  
  The final exchange order number is EXC-VS-6372-1. Based on the tracking number ************ ******** the exchange is on the way and should arrive at her address by July 19, 2024.
  
  
  To resolve this issue, we will contact the customer again to confirm the specifics of her concern. We aim to clarify that the package is on the way and she will receive it soon. Our goal is to ensure the customer is fully satisfied with her purchase and address any misunderstandings promptly.
  
  
  We appreciate your assistance in this matter and are dedicated to providing a satisfactory resolution for the customer.
  
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:07/10/2024

  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 ordered the vibroacultpt It never came and I have messaged the company 3 x asking for help with a full refund and I have never heard back.

  Business Response

  Date: 07/10/2024

  Dear BBB Representative,
  
  Thank you for bringing this matter to our attention. We take customer satisfaction very seriously and are committed to resolving any issues promptly.
  We received the order from the customer on July 1, 2024, at 11:54 AM. The order included the following items:
  
  Vitamin C Oil
  Smooth Firming Gel
  Pro Sculpt Starter Kit
  
  The total amount for the order was $161.50.
  
  Upon checking our system, we found that the items were shipped on the same day, 07/01/2024, and delivered on 07/05/2024 at 4:58 PM via *** carrier. According to the carrier, the package was delivered to the address provided by the customer.
  
  The customer reached out to us, claiming that she did not receive the package. We verified with the carrier, and the tracking information confirmed that the package was delivered to the correct address. In our policies, we offer solutions such as reshipping packages or issuing refunds if we can confirm that a package is missing.
  Additionally, the customer has already used our link to report a warranty claim, stating that the device did not work as expected. This is confusing, as the BBB complaint indicates that she did not receive the package at all.
  
  To resolve this issue, we will contact the customer again to confirm the specifics of her concern. We aim to clarify whether she did not receive any items from the order or if there is a specific issue with the device. Our goal is to ensure the customer is fully satisfied with her purchase and address any misunderstandings promptly.
  
  We appreciate your assistance in this matter and are dedicated to providing a satisfactory resolution for the customer.
  
  Kindly check all the attachments as proof that the package was delivered and that the customer initiated a return.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:06/17/2024

  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.

  Order: #VS-6011 Fulfillment: #VS-6011.1 Item names: Smooth Firming Gel - 4 oz, Pro Sculpt Starter Kit - Pro Complete, *************** 3 oz Tracking number: ************ Order placed: 6/10/2024, 7:10:10 PM Shipping address: **************************************************** $161.00

  Business Response

  Date: 06/18/2024

  Hello, We hope all is well. 

  We are reaching out in reference to our mutual customer, *********************. The client created the order manually on June 10th, and it was shipped via ***** on June 11th with tracking number ***************************************************************************************** and appears as delivered on June 15th. 
  
  The customer reached on June 15th stating that providing information that the device has a malfunction. 

  Our team reached via email and assisted the customer with an exchange with no additional cost. Nevertheless, the customer rejected this path and requested to be assisted with the return and refund of her order. 

  We have complied and sent the details for the return process and assisted the client accordingly. 

   

  We will be sure to follow up with our mutual customer and assist her with the return. 
  
  Let us know if there is anything else we can do for our mutual customer. 

   

  Regards. 

  Customer Answer

  Date: 06/21/2024

   
  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

  Date:04/25/2023

  Type:Order 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 bought a vibrosculpt for myself for xmas. After it came in the mail i gotten another one for xmas as a gift from my job. So i returned the one I processed myself back within seven days. Affirm is still charging me for the item which i do not have anymore i called ************* said vibrosculpt has to refund affirm n has not still yet. My order number is } vss114405 please resolve or this order which i do not have anymore will n send to collections

  Business Response

  Date: 04/26/2023

  Upon reviewing the case of our client ***************************** we can evidence the following. The client contacted us on Jan 08 2023 requesting a return. We sent her to our self service platform in order for her to process her return request. We have processed the client refund request on 26th April 2023 as shown by the evidence provided. 

• Initial Complaint

  Date:02/15/2023

  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.

  I purchased the Vibrosculpt back in November 18th with a money back guaranteed if youre unhappy with the product. Im unhappy with product being that the results are a lie, the product do not work to help tone and lose stomach fat even using the product as directed. Ive emailed the company requesting a return label as one was not provided in the packing so, I can return the product within the 90 days to get a refund. No one from the company has emailed back to provide information to how to return the product. I need help with a resolution.

  Business Response

  Date: 02/17/2023

  Upon reviewing the case of our client *************************** who placed the order number VS100176 on NOV 18th 2022 we conclude the following: 

  The consistent use of the VibroSculpt must always come along with maintaining a healthy life style which includes a balanced diet, a high water intake and an exercise routine as it is specified on our product guide FAQ found at ************************************************************************. The client did reach out to us on FEB 15 (as shown by the evidence provided), said request was promptly responded to and we did provide the returns self service platform link so the client could proceed and process the return however the client has not started any return process nor has she accessed the link we've provided. 

  We are willing and looking forward to promptly assist the client to reach the desired resolution. 

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19412919
  
  I am rejecting this response because, Ive return the product via ***** with the label provided. No return has been issued.
  
  Sincerely,
  
  Iieska Packard

• Initial Complaint

  Date:12/27/2022

  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 vibro sculpture on Dec 6,2022 and received it a week later. I've used it a couple times. On Dec 20 my vibro had stopped spinning. I unplugged the machine and plugged it back. Lifted it plugged to see if it needed charging for a couple of hrs. And it still didn't come back on. I emailed the customer services advising them of a defective product. I recieved only 1 email back apologizing and if I can attache a video. I reply yes and attached a video. It is now going on 7 days and mo one has replied back.

  Business Response

  Date: 12/28/2022

  Upon reviewing the case of our client ********************* we can evidence that she did reach out to us, her email along with her video were in a reviewing stage of the process, it took a little longer than usual due to the high amount of orders that we are receiving for Christmas however we identify the client's concerns as valid and we sent her a return label and the following steps of the return for refund process (as it is shown by the evidence provided). Once the return package with the faulty device arrives at our warehouse and is inspected it the client will receive an email notification with the refund being processed. 

• Initial Complaint

  Date:12/03/2022

  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 purchased an item from the listed company on 10/21/22 for a total of $89.44. The purchase was made with a 90 day money back guarantee from the company. I reached out to the company to request a return/refund authorization on 11/13 and didn't receive any response until 11/17, this was only after I told them that I would start an investigation into the company. The item was them shipped back to the company on 11/18 and they have since received and accepted the item but they still have not issued a credit to my account. On 11/30 I reached out to the company again stating that my refund was not processed and that I was moving for with my complaint against them and they responded that I would have my refund in 3-5 days and no further contact form them.Order #VS90395/#*************, the company has never provided a tracking number and they only respond through messaging through ********* although they admit receiving the item back in proper condition. I believe that this company's money back guarantee is a lie and they will try to wait out any customer seeking a refund for a product. I've attached the email conversations and dates between myself and the company.

  Business Response

  Date: 12/07/2022

  Upon reviewing the case of our client *************************** we have come up with the following conclusions: The client placed her order the 21st of Oct 2022 and reached out to us the 6th of November explaining she wanted to return her order for a refund. The client successfully completed the return process and her full refund was issued back to her original payment method. 

  Customer Answer

  Date: 12/07/2022

   
  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

  Date:12/02/2022

  Type:Delivery 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.

  ***** #VS96702 11/09//2022- I PURCHASE THE ABOVE VIBRO SCULTP AND PRO PADS. I RECIEVE THE ***** 11/22/2022 THE MERCHANDISE DID NOT WORK I REQUESTED A SHIPPING LABEL. THE COMPANY WEBSITE FAST RETURN: THE COMPANY RECEIVED THERE MERCHADINSE 11/29/2022. I HAVE EMAIL THE COMPANY THE TRACKNG NUMBER WITH **** SHOWING THEY HAVE THE MERCHANDISE. THE COMPANY WILL NOT RESPOND NOR RETURN ANY FOLLOW UP. I HAVE ASK FOR MY MONEY.

  Business Response

  Date: 12/07/2022

  Upon reviewing the case of our client ***************************** we have come up with the following conclusions: The client placed her order the 9th of November 2022. Said order was successfully delivered the 17th of november (as shown by the evidence picture). The client reached out to us the 21st of November with a return for refund request whcih we replied and proceeded to begin the return process. The client successfully used the return label provided and did sent the faulty device which arrived at our warehouse safely and underwent a reviewing process to be able to do the refund. The entire process concluded with the refund being granted to the client to the original form of payment, following our policies we do keep a handling fee of $9.99 "Keep in mind that our Return Shipping fee is US$9.99, and the funds go back onto your original payment method, not including shipping costs on your original order." (https://help.vibrosculpt.com/en-US/what-is-your-return-policy-100315) 

  Customer Answer

  Date: 12/07/2022

   
  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

  Date:11/03/2022

  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 this machine buying into all the hype and it finally came almost a month later. This thing is nothing more then a cheap massager that you can go to any store and get. Once plugged in the massager won't turn at all as is supposed to and it gets so hot it feels like it's literally on fire. It burnt the heck out of my hand. I'm thankful it didn't burn my house down. I contacted this company right away and all they kept saying is there's a 20% restock fee. I said are you serious this is a serious issue and due to your product being faulty and you're showing off a restocking fee. I told them I refuse to be charged a restocking fee for a faulty product. They couldn't provide what was advertised and I want my $120 back for this death trap.

  Business Response

  Date: 12/07/2022

  Upon reviewing the case of ********************* associated to the order number VS77728 which was placed the 18th of July we have come up with the following conclusions, the client reached out to us the 18th of September (2 months after her purchase) and informed us about the issues she was having in regards of her VibroSculpt, we proceeded to send her our return link (which consists of filling out information to know what happened and the system should provide the client a pre-paid return label to send the faulty device back to be reviewed and then the refund is processed once the devices arrives at our warehouse). The client did indeed start the process but she never finished it (the label was never used and the device never arrived at our warehouse), following our policies, without the reviewing process of the faulty device we are unable to process refunds. We deeply apologize for the problems caused, we were and still are more than willing to help our client resolve her issue however we are unable to proceed until the client is ready to comply with our processes and procedures.