ComplaintsforChirp

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have purchased two combo packs of Chirp wheels, which are a physical therapy exercise product. The first time we purchased it, all three of the wheels broke within a few weeks to months. The company replaced them per their warranty after we sent pictures of the damaged products. They never requested that we return the broken products when they sent us new ones. After the products continued to break, the company stopped honoring the warranty and accused us of sending the same pictures of broken wheels. They said we had to purchase a new set since it was their policy to collect the broken products when they replaced them. Again, this was never requested or suggested. We decided to purchase a new set because they are very helpful to my husbands back. We purchased the new set last May and have had many broken products again. This time we have saved every broken product in case they needed proof. Still they have not asked for these broken products to be returned but they have once again stopped honoring their warranty and said we need to buy a new set. They said we have asked for too many replacements. There is no reason these should be breaking like this. The weight limit is 500 pounds; my husband weighs about 210 and is six foot six. I just dont think its right that they will not honor their warranty because their product is breaking too much.

  Business response

  05/01/2024

  Hi,

  Thank you for submitting this request. I have taken a look at the previous communication threads between our 2 parties. I apologize for the hassle and mishandling of the situation, as it appears this was previously rejected both due to high  volume of previously damaged products and previously submitted photos re-entering the email thread causing internal confusion.

  I have gone ahead and have created a new order to be shipped to the previous address listed on your file. An email confirmation regarding the new order has been sent, email me personally at ******************************** if any corrections are necessary. 

  Once again, I apologize for the elongated attempts to receive our product and would love to personally assist in any future matters in attempts to better improve your experience. 

  Thank you, and have a nice day.

  Customer response

  05/01/2024

   
  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

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Chirp wheel 12in is too large and narrow. This caused the chirp wheel to fall over because my balance was a little off. I then fell hard on top of the chirp wheel side and felt like I broke my back. This product should be modified to have more cushion on the side/inside to prevent harm.

  Business response

  03/18/2024

  Hi *****,

   

  Thank you for submitting to us and providing quality feedback, I am sorry to hear about the unfortunate incidents that have occurred. I see here that the most recent purchase from us was on January 8th, 2021. 

  Since the purchase was a few years prior, I would love if you could provide further details regarding the incident and confirming if the fore mentioned items were from this order as well as time and place of the incident.

  If you would like to speak with me directly, my email is *****************. If a phone call is better suited, we can arrange a time to discuss.

   

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Sept 14, 2022 i suffered a back injury due to the chirp wheel snapping in half. After contacting rep Kiara V and manager Ethan, i was informed that the chirp wheel has a know product defect (please see attached email admission from chirp) which caused my painful injury which i have been suffering with for the last six months. I have reached out to Chirp (Ethan) on several occasions to get help with my injury and im now being ignored. Chirp doesn't want to take ownership for the know product defect and is putting the public at risk

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Product doesn't work. These wheels did absolutely nothing and we followed the directions. I reached out to the company with zero response.

  Business response

  03/17/2023

  Hi,

   

  I apologize for the lack of communication regarding reaching back to you. We have sent an email in regards of starting a return and resolving this.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered the Chirp 4-wheel pack on Dec 8, 2022 for $99.99. The initial confirmation email said it should ship within 1-2 business days. Having not even received a shipping notice, I emailed customer service on 12/22/22. A representative apologized and said I could get a refund or new order. I asked for a new order. I never received another order number OR order confirmation OR shipping confirmation. So I emailed customer service 5 more times over the next month and got all kinds of apologies and excuses, the last of which was that a new order would have to be placed but they could provide expedited shipping. I said ok. It’s 3 days later and I still have no new order number or tracking information. So I emailed and told them I give up and want a refund, and I opened a dispute on my credit card as they have never delivered the goods promised. This company is a mess. Maybe they make a decent product, no idea. They can’t even manage to ship it! And the sense I get is that they are very shady and not direct and yes yes yes customers with no actual follow up.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a blanket on their website for $13 and some change on 1210 2022 and I have not received it. I've emailed them and they have not responded but they deducted it from my account. I would either like the blanket or my money back.

• Initial Complaint

  01/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Black Friday I purchased a 4 wheel set from Chirp and after using it for a bit we decided it wasn't providing the relief we wanted and I decided to set up a return. I sent an email to customer service with my order number and asked to be contacted. It was after hours so an automated message stated that someone would contact me when they were back in the office. After a few days of nothing I sent another request during their hours and still nothing. I've now emailed 4 times with no response and even texted their line stating to call/text and nothing in return. My return window is rapidly closing and my frustration is beyond comprehension with this horrible customer service I've received...or complete and utter lack thereof.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was unhappy with Chirp product, and unhappy with customer service. I decided to leave a ****** review on their official website. I left the reviews successfully (I have documentation) and the reviews are still not published. I called customer service to ask where my review is, and they first said "it takes time to publish". It had been a week, and multiple 5-star reviews have been published after mine. I then spoke with a manager that gave a new explanation, that their automated system filters out negative reviews out so customer service can try and "resolve the issue with the customer".It seems like fraud to withhold negative reviews, not to mention they bribed me with a refund offer only after inquiring about the unpublished negative review. I want ny review to be public, and ai want them to make ALL reviews public with no biased automated fraud system.

  Business response

  10/26/2021

  Thank you for your feedback and we apologize for your experience.  We do our best to resolve all concerns in a timely manner.  While we know we do receive negative reviews, we do our best to address any and all situations.  If we can assist you with your specific return or concern, please do not hesitate to reach back out to us and we will do our best to make it right by you.  Thank you.

  Customer response

  10/26/2021

   
  Complaint: 16058824
  
  I am rejecting this response because:

  Chirp did not respond with an explanation. When I called to ask why my 1-star review was unpublished, they said their "automated system unpublishes negative reviews automatically so Chirp associates can attempt to reach out to the customer to change their minds" and this is when ai was offered a bribe of a refund. I do not care about a refund, I care about my review being published so other potential customers can be warned about this fraudulent company. Please take note of their official response. It addresses nothing about the review, no explanation at all.
  
  Sincerely,
  
  ***************************

*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. ↩