ComplaintsforReliefband Technologies, LLC

• Initial Complaint

  06/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a reliefband for $224 on 5/26/23 (Order #: 1174)038. I received a shipping confirmation email on 5/29/23 with the tracking #: **************************. I never got a delivery confirmation so I just thought it was taking a long time to get here. When I went to track the package, it said it had been delivered on 6/3/23, but I never received it. I emailed the company and explained this and they told me they can't do anything since it left their facility. They told me to contact USPS and **** I did try to contact them, but *** said I wasn't able to file a claim on that shipment. I explained to the company that it was saying it was delivered, but that I never got it and they again told me that it wasn't their issue since it left their facility. I paid $224 for this band in the hopes it would help with my motion sickness and now they are basically saying it's not their problem that it never made it to me. I'm trying to get help to either get a refund or to get a replacement band. Please help me.

  Business response

  06/30/2023

  Customer placed an Order # of ******* on May 26, 2023 for a Reliefband Premier device with a purchase price of $223.99. Customer provided a shipping address of *************, apt *Queens NY ****** and a separate billing address of **********************, Apt. ****, Astoria NY **********. We did provide a shipping confirmation email to the customer's email on file on May 29, 2023. (please see attached screenshot.) The email that was sent provides a tracking number of the package in transit which was as follows: **************************. I am providing a screenshot of her delivery confirmation from her order page, a screenshot of her order on file within our logistics system with the correct and valid shipping address and a screenshot of confirmed delivery from the carrier. We informed the customer to reach out to the carrier as they do have it noted within their system that it was a confirmed delivery. We are reaching out to the customer via email to send out another device of this original Order, however we are hoping that we can receive an alternative shipping address as we don't want to repeat this delivery outcome.

  Regards,

  Reliefband Customer Support

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am awaiting a refund of $224.00 under a valid RMA for an unopened product. The returned unopened product was received by the company on 3/2/23. I was instructed to expect "up to four weeks" for reimbursement. After 5-1/2 weeks without refund, I emailed customer support on 4/11/23 and was told the refund had been processed and I would receive it in 3-5 business days. Today, 4/20, is now 7 business days and I still have not received the refund. I doubt the company's integrity and intention of issuing my legitimate refund of $224.00.

  Business response

  04/26/2023

  To Whom It May Concern,
  

  We, here at Reliefband take our Customer Support for our customers very seriously. We sincerely apologize for the delay in issuing the refund for Order # ******* and the customer ***** ******. We have issued the refund accordingly and I am also attaching and providing documentation of this refund from the customer's original order page as well as an email confirmation sent to the customer.
  Please do not hesitate to reach back out to us with any other questions. Thank you for your time.
  

  Regards,

  Customer Service Manager

  Customer response

  04/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Relief Band is a great product, until it isn’t! My wife has gastroparesis and was using the relief band for nausea, instead of ******. The relief band was working great, then suddenly it quit working after about two weeks.. Customer service is awful and very hard to get in touch with. We finally convinced customer service to offer a replacement. We put our defective Relief Band in the mail, after two weeks we were told that it would take four weeks for the replacement to arrive, this is after they received our old band. We were excited to stop the vomiting from the Gastroparesis, now were told it would be at least anther four weeks. They have our band and our money. The throwing up is several times daily, we just want the relief that we had for two short weeks. We don’t know what to do. Customer service had been no help at all. Beware of this company, they have a great product, but if something goes wrong they could care less!

  Business response

  04/21/2023

  To Whom it May Concern at the BBB,

  In regards to this customer's complaint, there seems to be some confusion as we do have a new customer service representative that was replying to this inquiry, but is still being trained and unfortunately indicated that the customer wanted a refund for this order and device, stating that it did not fit their wrist. We then provided a refund to the customer on March 27, 2023 for the total of $180.00 back to their original form of payment. However, it looks like this complaint was entered and submitted on April 14, 2023.

  We here at Reliefband Technologies, take our Customer Support here very seriously. In regards to the confusion of this matter, we are sending a new device out to the customer of:
  
  ***********************
  *** ************************
  Fort Walton Beach FL  *****
  *************
  **************

  with a new Order # of ******** for a new and complimentary Reliefband Sport device in Soft Grey.

  Please do not hesitate to reach back out to us with any other questions in regards to this inquiry/complaint.

  Regards,

  Reliefband Customer Service Manager

  Customer response

  04/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************
  
  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a wrist band from Reliefband on October 6th, 2022. After a few days of wearing it, I was very unhappy with the product. I called Reliefband for instructions to return the item. I returned the item on October 20th. After 3 weeks I noticed my refund had not been returned to my bank account. I called Reliefband and spoke to a ******* on November 14th and she said it takes 4 weeks for the money to be returned. As of today, November 22nd, it has been 4 weeks since I returned the item and I still have not received my money. I feel this is very unprofessional that a company takes so long to return your money. I do not want to call them because I feel I will get the runaround. Thank you.

  Customer response

  12/07/2022

  The company, Relief Band, has refunded my money. You may close this complaint. Thanks so much.
  

  
  

• Initial Complaint

  09/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Reliefband on March 27, 2022, from TackleDirect.com for a fishing trip scheduled for July *****, 2022. The Refielfband malfunctioned and I contacted [email protected] to get a replacement on July 19, 2022. I provided a copy of the purchased receipt and was told to mail the defective Reliveband to: ****************************************** *********************** Conshohocken, PA ********** I was informed that replacements may take up to 4 weeks to process before being issued. I shipped the defective band on Jul 20, ***** and **** tracking shows it was delivered on July 22, 2022. I contacted Reliefband customer service and on August 28 and again on August 30 to inquire about the status of the replacement Reliefband. On August 31, 2022, customer service answered my email and stated: "We will initiate a reshipment of you order shortly". It has ben 10 days since I last communicated with Reliefband and I have yet to receive a replacement. In total, it has been over seven weeks hence they received the defective Reliefband and I don't have a replacement yet.

  Business response

  09/20/2022

  Hi *******, 

  Please see the below response to this complaint:

  The customer initiated a replacement on 7/19/22. Unfortunately at the time that the customers product was received, we were on backorder for the product purchased. 

  This was communicated to the customer that there will be a further delay due to global supply chain shortages. The replacement was sent on 9/12/22 and has been delivered as of 9/15/22 via ***** tracking: ****************************************************************************************

  The customer did not reply to our last message on 9/12 informing that we did ship the product that day. 

  Please let me know if there is anything else you need from me at this time. 

  Best,

  Allie J*******

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This item was ordered for my sick mother who passed away before being able to use it. I contacted the seller and followed all protocol for return. It was returned inside the 30 day window with the RMA written all over the box, in original packaging with original paperwork. They stated 30 days for refund. It has now been over that. After contacting them, they stated would get refund after receipt of tracking information which I emailed to them. Still no refund. They now have my money and their product.

  Business response

  09/20/2022

  Hi *******, 

  Please see the below response to this complaint:

  The customer requested to return their product and was issued an RMA on 7/28/22. Our return process can take up to 4 weeks for a refund to be issued. This allows time for the customer to ship the product, shipping time, and time for our logistics center to check the product back into our warehouse. 

  This customers product was actually never checked into our warehouse, which would indicate that the refund is to be processed. This can happen if a customer sends the product to an incorrect address. See attached for our warehouse information indicating that we did not receive the product. In this case, we asked the customer to send her tracking information so that we can confirm it was shipped. She provided that information and a refund was processed on 9/12/22 (attached). 

  Please let me know if you need anything additional from me at this time. 

  Thank you!

  Customer response

  09/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  08/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a reliefband on Aug. 9th order number *******. I inquired when the order would be in 2 weeks ago via the website email  ([email protected]).  I did not get a response via email or phone when I gave both. My nausea is very difficult and I would expect a time when my order would be ready. Instead, I got a suggestion to use an app that did not work - apparently it was to track my order. I then emailed again asking when my order could be expected and received no response. It has been close to 3 weeks with no communication. I called yesterday and today and the phone is not working - very suspicious. I am seriously questioning the integrity of this company. Please call me or email me and let me know where my order is. If you are a company working with people who are not feeling well, please be responsive and communicate. This is unacceptable.

  Business response

  09/19/2022

  Hi *******, 

  Please see our response to the customer complaint: 

  The customer sent an email via our website on August 31st at 5:51PM. Our customer service team replied the next day, on September 1st at 9:46AM - see attached screenshots.

  When the customer placed the order, there was a message on our website that the product she ordered was on backorder, and would take between 3-4 weeks to ship. The customers issue was resolved on 9/1 at 12:12PM. 

  The customers order shipped and was delivered on 9/17/22. 
  

  Let me know if you need anything additional from me at this time. 

  Thanks! 

  Customer response

  09/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  As of the 9.1.22 response, the order was supposed to arrive "next week" (Sept. 5-9).  It did not.  No response or communication about the additional delay.  It arrived almost 2 weeks after.  No adjustment of the price for the delay.  No communication except when I filed with the BBB.  This company is unreliable and non-communicative.  Literally no customer service except through a 3rd party action.  
  
  Regards,
  
  ***************************
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased on July 29th, and the site states 1-2 business days for order to process and ship. I waited till end of the third business day before contacting the company directly. At which point they stated that “ We have located your order#******* and see that your order is currently in processing and should be shipping shortly. “ It has been nearly 3 weeks since my order was placed, so I contacted them again asking what was taking so long, and why, if they were so backed up, they were selling an item they don’t have in stock, with no warning as to how long an order may take. I received the exact same response from them with no answers to my questions, word for word of what I had originally received. I would like the reliefband, and I would like a full 30days from delivery to try it out, as that is to be expected since the 30 days from purchase is almost over, and the item still is not in my hands.

  Customer response

  09/21/2022

  I received a response and a beyond equitable resolution from ReliefBand. They made sure I received the order I had made. Thank you for your time.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I submitted an order to this company for 1 relief band. As soon as I hit submit it took me to a screen on the website offering 20% off a different package. The screen looked like the home screen. I never saw a confirmation screen and didn't immediately receive a confirmation email. I assumed it hadn't gone through and so went ahead and ordered the discounted package. I wound up at a confirmation screen and assumed that was that. Then I received 2 confirmation emails that indicated both orders had gone through. I immediately emailed and called to cancel the first order which I had assumed didn't go through. The call went to a call center that said to try back during business hours. The email was answered the next morning that stated a cancellation was not an option because the order had already processed and or shipped. According to my order status on the website the order was unfulfilled and according to my credit card company the charge was pending. When I engaged in a customer service chat with the company to ask why they would not cancel the order and referenced the above information they refused to answer and continued on to process the order despite my objections.

  Business response

  07/20/2022

  Hi *******,

  Thanks for your email. Hope all is well. We would like to respond to the complaint as follows: 

  This customer had accidentally placed two orders and was looking to cancel one of them. As she had stated, she contacted us outside of our business hours. Unfortunately by the time we spoke with the customer the next day, her order had already processed. Our processing window as stated on our website is 1-2 business days. The processing of the package accounts for our Shopify system to send the order to our logistics system which is then processed by our warehouse. Processing includes getting the shipping label printed, the product packed and then eventually picked up by the carrier. We are unable to stop the packaging line and pull one box out once it goes into processing. The order can only be cancelled if it is "open" in our systems. When communicating with our customer, we advised that while the order could no longer be cancelled, we do have a 30 day return window and she is welcome to return the package back to us once she receives it. The orders were just delivered to the customer today, 7/20. The customer has yet to reach out to facilitate a return for the duplicate order. 

  I hope this makes sense. Let me know if there is anything else you need at this time. 

  Best, 

  Allie J***** 

  Customer response

  07/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  02/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had the reliefband premiere for just a few months and received it as a gift. It recently has completely stopped working. It will not charge or turn on at all. The rep helped troubleshoot but nothing worked. They said there were no options for an exchange because I did not have proof of purchase.

  Business response

  02/25/2022

  Hi *******, 

  Thanks for sending this over. We offer a 30 day money back guarantee to all device purchases placed on our website, www.reliefband.com, and a 1 year warranty for devices placed either on our website, on amazon, or any of our resellers. Our policy can be reviewed here: https://www.reliefband.com/pages/return-policy-and-warranty and contains the following statement: 

  Reliefband Technologies warrants each new Reliefband medical device to be free from material defect in workmanship and materials for (1 year) from the date of purchase, the Warranty Period. This limited warranty is subject to (a) the customer notifying Reliefband® Technologies within 1 year of the date of purchase of any material defect in the Reliefband device workmanship and materials (Defective Product) during the Warranty Period, and (b) the customer returning the Defective Product to Reliefband. Contact Reliefband at ************ for replacement of Defective Product.  Proof of purchase, and payment for Shipping and Handling, will be required for service.

  Unfortunately, we were not able to locate an order for *****************************, and without proof of purchase, we cannot provide a replacement as we require proof that the product was purchased within our 1 year warranty period. If the customer should provide proof of purchase somehow where we could assess the date the device was purchased, we would have been able to provide a replacement given that the product was purchased within 1 year. 

  Best,

  Allie J***** 

*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. ↩