Complaints

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

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  TensPros.com

  1131 N Warson Rd Olivette, MO 63132-1803

• 

  TensPros.com

  PO Box 410504 Saint Louis, MO 63141-0504

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:01/19/2023

  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 have been using Tens units for at least 15 years. I purchased electrodes online from Tenspros since 2019 & my mother has purchased from them on my behalf as well. In August, the electrodes I bought burned my neck and my legs. My mother sent three emails to them with pictures and no one responded. She then talked to them and they refused to give any money back. She ordered more and he said he would put an extra pack in the order. Again, I ordered electrodes this month and I have once again been burned. This time they want me to contact the manufacturer because according to customer service they are not responsible for giving a refund or for the quality of the electrodes. I purchased these electrodes from tenspros not the manufacturer. They should be responsible for backing and guaranteeing the products they sell. I am on SSI and do not have $51 available to waste on defective products in addition to dealing with burns on my neck, legs and feet. They want me to fill out a trigger word form for the manufacturer. I do not believe I should have to work with a manufacturer, but should be dealing with tenspros to try to get my money back. Tenspros should be responsible and do the right thing.This is the second time I have been burned. This has never happened to me before I started using this company for electrodes. I used to buy from LG supply and never once was burned with their electrodes. Tenspros wants me to keep using these electrodes and risk being burned again even though there may be more electrodes that are defective. I am not willing risk being burned again because it is painful and there is a risk of infection. A company should back their products and not make the customer go to the manufacturer for a solution. Any assistance from the BBB in assisting me in obtaining a refund would be greatly appreciated. If you need anything else please let me know.

  Business Response

  Date: 01/25/2023

  On November 1st, 2022, this customer placed an online order with our company that included 20 packs of 2” square electrodes for use with portable electrotherapy devices, such as a TENS unit, for relieving pain. This is an item that we have been selling every day for over 10 years now to both end-users as well as healthcare profesionals and medical clinics nationwide, and continues to be among the best-selling items for our company today.
  

  
  On January 17th, 2023, we received an email from the customer expressing that they experienced an adverse reaction with one of these packs of electrodes, causing a burn on the skin, and provided some photos of this as well.
  
  
  Pursuant to both company policy, as well as specific procedures and guidelines in place as an authorized dealer/distributor for our manufacturing partner of the product, along with US FDA guidelines which govern our industry, we submitted this case to the manufacturer’s Technical team, who is responsible for addressing any and all technical-related questions, issues, and warranty claims for any product. They reached out to the customer via email on our behalf shortly after, to inquire in greater detail about the use of the product and what exactly may have occurred, as is required for quality contol and record-keeping purposes, not only for the manufacturer’s own proper documentation and record, but as is required by the FDA as well.
  
  
  We also offered personal and professional recommendations for alternatives to consider using in the future instead in effort be able to continue getting the proper level of care needed with their TENS device, which are specifically hypo-allergenic and more skin-friendly, but it is not clear that this was given much consideration at all.
  
  
  Screenshots of our entire email communication history with the customer pertaining to this issue, including the manufacturer’s Technical rep, can be seen attached here for transparency, including rather harsh, uncalled for, and verbally abusive words from the customer, who has made it very clear that they do not wish to comply or cooperate with the reasonable processes in place for us to be able to properly assist and support them with the matter, in conjunction with the manufacturer of the product.
  
  
  We believe there is an apparent disconnect, confusion, and/or lack of understanding that we have been unsuccessful in effectively communicating to the customer up to this point, regarding the liability, responsibility, and accountability surrounding retail products and how they are covered/insured via warranty with respective manufacturers vs. retail sellers/distributors…
  
  
  For example, if you receive a prescription for medication from a doctor, and then you take that prescription to a local pharmacy to have it filled and receive the medication, only to then later experience an allergic or other adverse/negative/harmful reaction to it, if there is any entity that could or should be held liable for the quality and effect of the medication would be the pharmaceutical company that actually made it in the first place, not the local pharmacy that simply distributed it to fill the prescription order.
  
  
  Or, if you purchase a household appliance, such as a refrigerator from ** ******** *********, from a big retail store ********** **** ****** **** **** *****, and then a few weeks later it mechanically breaks down, the ultimate liability and responsibility to service the product would be the manufacturer (**), in accordance with their warranty policy, which would likely be initiated and serviced by the selling retail store serving as an intermediary between both parties.
  
  
  The customer here argues that since they purchased the product through us here, as one of many authorized dealers of the manufacturer of the electrodes in question, then 100% of the liability and responsibility for guaranteeing the product lies solely on us, but that is just simply not the case. Just as in the 2 hypothetical examples provided above, in matters of technical product-related questions and issues, such as in this case here, it is our duty to serve as an intermediary between the customer and the manufacturer of the product to ultimately coordinate and work together with towards a final solution, in accordance with the policies in place.
  
  
  It is regrettable that the customer refuses to comply with these simple procedures, which really do not ask much of them at all. And despite their harsh and uncalled for words, we do wish to make it very clear that we have made every effort possible to work with them in a civilized and professional manner, but to no avail.
  
  
  Ultimately, the customer has requested a refund for the amount paid for the items, totaling approximately $40, and we are authorizing this directly out of our own pocket as a goodwill credit now, since we are unable to get reimbursed by the manufacturer via warranty because of the customer’s unwillingness to comply and provide full details about the product and how it was used when the event occurred.
  
  
  With a refund now being issued to the customer via mail, we kindly declare this matter to be closed.

  Customer Answer

  Date: 01/26/2023

  Complaint: ********
  
  I am rejecting this response because:

  I will only accept a $40 check issued to me because I am no longer planning on ordering from this company.
  
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/16/2022

  Type:Billing 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 and item for $35 along with others for free shipping off $50. The $35 item was not at all what I expected. I asked to return and was told to pay to ship it back for a refund. I paid $15.70 to ship and was told I would lose 17.00 for original shipping less 5.95 for an item I kept along with restocking charges of $3 . So I only received 10.00 back! Including paying 15.70 to ship. Had they explained that to me in my email, I would have kept and sold. This item ended up costing me $5 instead of getting a refund. So now I lost money and they get to resell it and recouped their cost for shipping! It’s absolutely poor business practice to charge to return something, charge restock fees and lose money for original shipping. I’d like a full refund of $35 dollars.

  Business Response

  Date: 11/17/2022

  This customer purchased a device that includes multiple accessories that are essential to the operation of it, including Lead Wires, Electrode pads, and a 9V battery... On 10/23/2022, they emailed us expressing a level of dissatisfaction with the device, stating "the modes don't work for me", and after we offered an alternative to at least consider, the reply was "I already have one and just needed new wires. It has all the modes that I’m comfortable with. I really did not want to buy a new one. Just thought I’d try one and if I did not like it, go back to my old one for now."
  
  As such, we provided specific return instructions, in accordance with our company policy, which has not changed at all in our 10-year history as a business, and is in line with standard terms and procedures used both in our industry by our competitors, and in online retail, at large.
  
  This includes a 30 day returns period, and any items received back in opened/used and not immediately resellable condition are subject to a 20% restocking fee to cover our costs of replacement supplies, sanitization, and processing to prep the item for future commercial resale. Otherwise, any items received back in original and new condition would receive a full refund for the cost. Additionally, original shipping/handling costs incurred are also not refundable, as there is no way for us to be able to recoup those funds after utilizing the service of any courier, and it is standard practice in online retail for this amount to be deducted from a final refund amount for the cost of returned items.
  
  In our extensive email communication, we ultimately decided to make an exception to our policy for this customer, who claimed that they only needed the Lead Wire accessory and used nothing else, so we offered to waive our 20% restocking fee from the final refund amount and only charge for the exact cost of any specific accessory that needed to be replaced, ultimately saving the customer a little more money. Upon receipt of the package, it was very clear that ALL of the accessories included had been used and/or missing and needed to be replaced, contradicting what the customer had communicated with us beforehand, and so per our agreement in waiving our standard returns policy, and processing this differently in effort to best support the customer, we proceeded, as such, accordingly.
  
  As of the time of this writing, the appropriate refund amount for the returned item in question has been issued back to the customer, which is the cost of the item minus the exact cost for replacing the Lead Wires, 1 pack of 4 Electrodes, and a 9V battery, minus our original shipping/handling cost incurred to get the package to the customer after their purchase had been made, since, again, there is no way for us to be able to recoup the funds already paid for that for the service of any courier.
  
  We have been very cordial and open to assisting this customer, going as far as making an exception to standard company terms and policies, and it is regrettable that this matter has been escalated as far as it has.
  
  With all said above, though, we kindly and respectfully consider this matter to be closed.
  

  Customer Answer

  Date: 11/21/2022

  Complaint: ********
  
  I am rejecting this response because:
  I did NOT pay any shipping fees for the initial purchase. Therefore I should NOT be charged ANY shipping fees considering I paid 15.70 to ship the item back. I DID not use the pads and I kept the wires which I was charged for no problem. My complaint is how does a business have practices to charge the consumer to send it back as well as charge them for original shipping. It was NOT agreed upon when I sent the email to request return. I was told SEND I BACK FOR A FULL REFUND AND WELL JUST CHARGE YOU FOR THE WIRES. What kind of business makes the consumer pay for shipping Twice. ( when I never paid for shipping in the first place) This is terrible business practice. As a business you can recoup the cost of the device and resell and write off lost shipping charges. Had I know I would have been charged all this I would never had sent it back and sold it myself . Now you have MADE money and you can RESELL THE item . While I lost money for a simple 35 item .it has cost me  money. I will continue to pursue this until I get my full refund of $28.00. And Your business practice needs to be changed!
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/22/2022

  There appears to be a degree of confusion/misunderstanding when it comes to the processing of product returns with online merchants, and we sincerely apologize if that is in any way our fault…
  
  Please understand that the processing of returns significantly increases the cost of doing business. When customers want to return an item that has already been packaged and shipped out, we incur additional costs as a business. Most businesses, like us, help recover these additional costs in the form of a restocking fee. By deducting a restocking fee from a final refund amount, we are able to keep everyday prices for the products we sell lower on our website, whereas other companies who provide what they consider to be “Free Returns” will have to raise their everyday prices slightly to aid in covering the costs of their pre-paid return shipping labels, and/or the original shipping/handling costs incurred, including shipping rates with a courier, packaging supplies, shipping labels, subscription fees for shipping software, and warehouse labor costs.
  
  Additional costs that we incur for authorizing product returns include physical receipt and inspection of returned items for any defects/malfunctions and/or damage to both the product and original packaging, extra time and materials spent to put all returns back into inventory if possible, and the risk of taking back a product without any guarantee of future resale.
  
  Please note that we were willing to work together here by listening to, and understanding, the circumstance, and made an offer that went against standard company policy in effort to best support, by waiving a 20% restocking fee in favor of a deduction only for the specific accessories needing to be replaced, which after inspection of the return, ended up being MORE than what had been originally communicated to us (We were told that ONLY the Lead Wires were going to be kept and everything else should be unopened/unused, but, upon inspection, the Lead Wires indeed were missing, the 9V battery needed to be replaced, and 2 out 4 electrode pads included were also opened/used and not resellable).
  
  As previously stated, the appropriate refund amount to account for these individual accessories, in the manner that we had offered, was issued.
  
  As for original shipping/handling incurred, yes, this specific order qualified for a Free Shipping promotion which we offer as an incentive for customers that spend over $49 in value with us, with the assumption and expectation that all ordered items would be kept and used. In accordance with our company policy: “Original shipping and handling charges incurred are always non-refundable and will be deducted from any refund for the cost of returned items, including in the event of a Free Shipping promotional incentive being applied to an order. Once a return is made, this promotional incentive is negated, and the cost incurred must be accounted for.”
  
  This is noted explicitly and verbatim on the Shipping & Returns Policy page on our website, a screenshot of which is attached here for reference.
  
  Again, we deeply apologize for any confusion, misunderstanding, inconvenience, and trouble in the course of doing business and working together here, but we respectfully see no warrant for any further action.

  Customer Answer

  Date: 11/23/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  Thanks for explaining you policy for a third time. I understood it the first time. My point  is ,I was told in my initial email when an employee SaID in the email that ALL I had to do was pay to return to ship it and get a full refund,  except for the price of the wires. That  should  be HONORED.  They should have mentioned all the incurring costs  that was narrated several times. I as a consumer would have kept the item and sold it personally. It’s poor  customer relations if you think keeping and additional $15 really worth 1 unhappy customer. I understand EVERYTHING said. If you’re not going to give the little guy , a whole $15 dollars back . Then I’m sure other consumers will empathize with my side. Have a nice day. If you’re not going to give me the final amount to equal the whole $ 27.00 I asked for , DO NOT REPLY TO THIS COMPLAINT. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/13/2022

  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.

  Dear Madame, Sir, I purchased about 10 products from this company that charged me 126 dollars (on top of the 467 dollars) for shipping to my place in France. The order was on July 11th 2022. First of all, I got a letter from the customs in France that the order was blocked at customs as there were no indications of what was in the box and no price. So it took couple of weeks for them to clear the products before sending it to me. Then the ********** that is the company handling the products made a mistake and did not deliver the product and sent it back to US. When I contacted them, they told me that I can't file a complaint with them and only the person who has mandated the shipping from US can file a complaint with the US postal services to launch an investigation. I asked multiple times by email the Tenspro company to file a complaint with the shipping company and they refuse to do so saying it is a problem in France. I have told them multiple times that it doesn't matter where the problem happened. They made me pay 126 dollars for the shipping, they have to file the complaint so that the shipping company take care of the problem and take in charge the shipment again. Each time they say we want to help you out, but can't do that ! Finally they reimbursed me the main purchase but not the 126 dollars that they charged me for the shipment and do not want to take any responsibility about the shipment. I would like them to either make sure that the shipping company takes it's responsibility and deliver again the purchase or reimburse me or them to reimburse me. I paid for a shipment 126 dollars for nothing !

  Business Response

  Date: 11/17/2022

  This customer placed an order online with our company on July 11th, 2022, which we had shipped via USPS Priority Mail Express International to the exact address provided on the order in France the following day on July 12th. While the package was in transit with the carrier overseas, the customer contacted us via email letting us know that the package had been on hold with Customs in their country, and we have an email record of sending them a screenshot from our internal shipping record highlighting all of the details pertaining to the package, including the exact address information and contact details that appear on the actual physical shipping label applied to the package itself which does all match exactly what the customer had provided to us when they placed their order, so we know there is no discrepancy there at all, along with the exact Customs declaration details, as well. We strive to provide transparency and clarity whenever possible, and this was no exception...
  
  Fast forward, and apparently the package was ultimately unable to be delivered by the mail carrier in France, **********, as their official package tracking scans show that on 8/8/2022, "Delivery attempted at address given but addressee absent; Impossible to leave notice of attempted delivery", and on the same date, the carrier initiated a Return To Sender process on the package.
  
  Please see attached screenshot from the French ********** website highlighting these exact tracking scans, as well as 2 photos that we had taken after receiving the package back to our office and warehouse, of extra labels that were applied on the package by ********** before returning it back to us, one of which explicitly indicates: "Cause of undelivery: refused by the receiver".
  
  After receiving the package back to our facility, we have communicated with the customer multiple available options in effort to best support them, after they made it clear to us that there should have been no reason for the package to be unable to be delivered to them and that they still need the ordered items, and the options provided were to either a) charge the customer for the shipping fee to re-ship the package back out to them in France, b) that we could happily re-ship the package, at no charge to them, meaning we would absorb the full cost, to any domestic address here in the U.S., or c) to simply process the package in accordance with our company returns policy and issue a refund.
  
  With options a and b refused, we took it upon ourselves to proceed with standard returns processing, and at the time of this writing, the customer has been fully refunded for the amount paid for the cost of the specific ordered items. However, original shipping/handling costs incurred are not refundable, per company policy, as there is simply no way for us to be able to recoup those funds after utilizing the service of any courier. Those funds collected by a customer to cover the cost of shipping always go straight to the respective courier that handles the package. They are not funds that we keep as sales revenue. In other words, we simply no longer have those funds.
  
  Please also note that we did make a concerted effort to contact the Postal Service in regards to this package, to see about whether they would accept it go back out into the ********** and overseas again at no extra charge, keeping the customer's claim in mind that there should have been no reason for the postal carrier in France to be unable to successfully deliver it, or if there was any way we could receive a postage refund from USPS at all, whether partially or in full, to provide that back to the customer as a gesture of goodwill, but we unfortunately exhausted all means of this and were unsuccessful in doing so.
  
  As such, we deeply regret that the Postal Service was ultimately unable to successfully deliver this package to the customer in France, but we certainly made every effort possible on our end here to make it so, both upon originally packaging and shipping the items ordered, and in extra support of attempting to work and reason with the courier after it was all received back to us.
  
  With a full refund for the products ordered already issued back to the customer's original method of payment, we kindly and respectfully consider this matter to be closed.
  

  Business Response

  Date: 11/22/2022

  The customer’s accusation that we took no step in contacting the courier (USPS) in effort to support them and see what available options there may have been, given the specific circumstance of this shipment, is simply false.
  
  Our Director of Operations, who has for many years here had a direct and close working relationship with local representatives of the United States Postal Service, spoke at length with our company’s direct contact there who specializes in international shipping about every detail pertaining to this package and shipment, including that it was deemed undeliverable while in the direct possession and jurisdiction of the French Postal Service, not explicitly by USPS.
  
  This is confirmed with the previously provided screenshot attachment showing the physical tracking scans of the package on ************ own website.
  
  As such, USPS stated that the delivery failure was due to no fault of their own, since they were able to have the package transported to France and successfully transferred to the Postal Service there, and there was no course of action that could be taken directly on their end to either support a claim for an undeliverable package and getting a postage refund, or to have them accept the package in the same state it was originally shipped and returned to us in, to have them attempt to re-transport it back overseas at no charge.
  
  The delivery failure is not due to any error on the part of USPS, nor of any apparent error on our end here as the seller and shipper.
  
  Please understand that if the delivery failure in France was due to any sort of error made on our end here directly, or on the part of the United States Postal Service, it would be very clear and easily verifiable, but that is simply not the case in this circumstance.
  
  As for our previous offer of possibly having the package re-shipped to a domestic address here in the US instead, which we could have done by absorbing that cost to do so, our intention there was to perhaps consider arranging shipment overseas through a package forwarding / logistics company, such as ****** ******* or ************, as these types of companies typically offer lower rates compared to shipping through a larger courier directly, like the Postal Service, ***, *****, etc., and they also oftentimes specialize in Customs compliance and keeping the entire process of importing/exporting packages between different countries as quick and clear to the customer as possible, so there is certainly a greater benefit there as well. It is very common for our international customers to arrange shipment this way for these exact reasons of being able to save on shipping costs and ensure a quicker and more reliable delivery wherever in the world they may be.
  
  Again, we truly and deeply apologize for any trouble and inconvenience caused in the course of doing business and working together, but please also understand that we absolutely did make an effort to help here with the means available to us. We regret that we were unable to provide the most desired result, and there is no further action available for us to take.

  Customer Answer

  Date: 11/23/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  Unfortunately this is a simple thing that this company do not want to understand or make efforts about it. 
  They made me pay for a shipping from them to me. The shipping did not happen. I never said it was USPS fault. It is french postal services fault. They accepted that. But each time I contacted them they said, they will not respond to me because I am not the person who has mandated this shipping. They will only reply to their client which is USPS and Tenspro. I emailed multiple times saying Tenspro just needs to make a complaint to USPS who will send the complaint to the postal services who already have accepted their fault and will take in charge the shipping again to me. The company has refused to do so. 
  Again it is not because I am in France, that I have authority on french postal services. They are the one who mandated them to do the delivery. They are the ones to who can start the procedure so that the french postale services take care of this problem. I can not do that !!! 
  Tenspro says we want to do everything, but they haven't done the least which is make a written complaint to USPS so that they contact their counterpart 8 I have paid 120 dollars for the shipping and more than 100 euros for the customs here. Thats all gone for nothing !

  They talk again about shipping to US. They just don't understand that I am not in US. If they wanted to resolve the problem they could have got one of the shipping companies they are talking about and send back the products as customer service as I have bought from them before and have told multiple patients to buy from them before. Not just say we want to do everything and again not do the minimum which is to have USPS make a complaint to the french postale services so they start the procedure !!!

  They are not taking responsibility for the shipping and saying the same thing over and over. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/10/2022

  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 am a senior in my 70's and searched the internet for a quality TENS (Transcutaneous Electrical Nerve Stimulation) unit to help relieve my pain from spinal stenosis in my lower back (lumbar) and both hips. On 10/06/2022, I had searched Google for a TENS unit and landed on TENSPROS.com, so I clicked on the website. I purchased one (1) item online - a TENS 7000 2nd Edition Digital TENS Unit with 5 Modes and Timer - Product *** ****** for $32.95 plus $12.75 for Shipping. TENSPROS.com emailed me an Order Confirmation with Order Number *********  I told my husband I had purchased a TENS Unit online. He reviewed the Order Confirmation email and clicked on the View My Orders link in the email. The link https://www.tenspros.com/myaccount.asp required an Email and Password so we entered my email and password (multiple times) and each attempt responded with an Error Message. Then we called the phone number on the Order Confirmation email 888-724-1121, the phone number was invalid and we could not connect with TENSPROS.com to CANCEL the order since the product has not shipped. We noticed the TENSPROS.com email came from [email protected] and the Order Confirmation email and website contained many suspicious elements of information. For instance, when we Googled TENSPROS.com location at **** ******* ** ** ***** ***** ** ***** it is a vacant lot. The Order Confirmation did NOT include ***** ***** Sales Tax based on our Billing and Shipping address, the phone number ************ is not a valid active phone number. We reported TENSPROS.com to the FTC (Federal Trade Commission) and opened Case * ********** The FTC recommended we also contact the BBB and Texas State Attorney General Office to file additional complaints. We appreciate BBB to help CANCEL our TENSPROS.com Order and to obtain a refund as well to shut down the TENSPROS.com website and operations to prevent other unsuspecting buyers from going through this terrible experience online. Thank you, *****

  Business Response

  Date: 10/13/2022

  This message is to confirm that we have spoken with the customer via phone call and worked together to address every point of concern mentioned, in detail, and the conversation ended with mutual understanding and agreement. Certain details were simply mis-understood and missed, leading to a degree of confusion, and ultimately coming down to innocent human error. No harm, no foul, though... As for the package/shipment of the order, it appears that it was indeed shipped out, as ordered, via USPS, and, at the time of this writing, it is in process of being Return Sent back to our facility here by the carrier. Once the package is received back, it will be processed as a return, and the appropriate refund amount for the cost of item(s) will be issued back to the original method of payment, accordingly. We, respectfully, consider this matter to be closed.

• Initial Complaint

  Date:06/09/2022

  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 ordered a TENSPROS unit for my son from this company. I did not work, so I sent it back on 6/3/22. *****, who answered the phone said I could not send it back because it worked. I tried everything he told me, but it would not work. When I called back again, he would not answer the phone. The customer service was terrible. I want a refund of $69.99.

  Business Response

  Date: 06/15/2022

  Our sincerest apologies for the misunderstanding with your return, ******************.

  We received your return back and tested the item and we did find the rechargeable battery you were sent was faulty, so the unit would not power on.  The unit is working with a new battery now, so that *** have been where the confusion lied with *****, however the unit you received did not work properly with the lithium ion battery you were sent and for that we apologize.  We try our best to send out the best quality products at the best prices, and while very rare, unfortunately every once in a while there is a defective piece of equipment here or there, or in this case a defective battery, that causes a problem.

  We have issued a full refund back to your original method of purchase on 6/13 that will take up to ******************************************************************************************* next monthly statement.

  Our apologies again for the miscommunication with your order and we appreciate the patience and chance to make this right for you.

  If you have any other questions or issues, please reach out to me directly at extension 101.

  Thank you! Take care!

  Best Regards, 

  ********

  Customer Answer

  Date: 06/16/2022

  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,
  
  ***********************