ComplaintsforJourney Health & Lifestyle

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased the Perfect Sleep chair in Dec 2021 - and it arrived January 2022. It worked for 4 days and the motor in the leg lift is broken. Leg lift is stuck in the UP position. Was told a tech would call in 5-7 days. Its been 2 weeks and its hard to reach anyone. We just keep getting blown off. Owned the chair a month now and only used it 4 days. Sitting broken ever since- no response from company.

  Business response

  02/14/2022

  Thank you for your inquiry on behalf of ***** ********, #******** and ********.  I am pleased to respond.

  Based on the notes on Mr. ********** order, it appears that he hired a servicer last week who was able to properly set up the chair and connect wires that has loosened; per  Mr. ********, the chair is now working properly.  I have left a voice message for Mr.  or Ms. ******** to contact us if this information is incorrect.  In addition, I have taken the liberty of issuing a credit in the amount of $****** to the **** Card ending in **** that was used when the chair was purchased in an effort to compensate for their out of pocket expense in having the chair serviced independently.

  WE certainly appreciate their business and if we can assist further, please do not hesitate to contact us at ************.  ******* ****** *** ********* Customer Service Agents are available from 9:00 am-8:00 pm, ET, Monday through Friday.

  With Kind Regards,

  ** ******

  Business response

  02/25/2022

  Thank you for your note regarding ******* ********, #******** and ********.  I apologize for any error or oversight on my part.  In reviewing the notes on their order, I see where I noted that I had issued a credit in the amount of $****** to the **** Card on file ending in ****. However, it appears that I failed to issue the credit.  The credit has now been issues and shoild post to the credit card within 3 business days.

  Again, I hope that Mr. ******** will accept my apologies for my oversight.  

  If we can assist further, please feel free to contact us directly at ************.  Agents are available from 9:00 am-8:00 pm, ET, M-F.

  With Kind Regards,

  ** ****** 

  Customer response

  03/07/2022

  Thank you for your response and all the help with this terrible company. We did get the $*** finally. 

  
  

  They don't have techs, refuse to call us and if the chair breaks again, we have no warranty or help at all from them. We now hope the chair just lasts. 

  
  

  Thank you again,  and if you are able - warn people this company barely exists after purchase. 

  
  

  Thanks again for your help.

  
  

  
  
  
  
  

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased on 12/21/21 Journey Health 800-958-8324 Delivered on 2/2/22 Paid ******* Promised top quality, lifetime warranty and "white glove" delivery service Chair was delivered 2/2/22 after waiting the 6 weeks for a "custom" chair built specifically for us. Based on height and weight. First time it was sat in the wood holding the arms together split like a dry cracker and the right arm fell off. Luckily I did not fall out and hurt myself. This is a $******* chair, The arm should not fall off even after years of sitting on it. There is also a 5 inch gap between the back of the chair and the seat when reclined, This was not advertised or explained. That is also misrepresented. They give you a pillow to show into that space! There is no quality in the construction, it is cheap as indicated by the arm falling off. I do not want it fixed or replaced. I no longer feel safe and would not with a replacement. I would like a full refund and someone to get this broken chair out of my home immediately. I would also like AARP to stop advertising this to seniors as it is predatory and vulnerable seniors are falling for this because they respect AARP. They trusted that if it is in their magazine it must be good. I am seeking a full refund and take this chair back.

  Business response

  02/10/2022

  Good morning and thank you for your inquiry on behalf of Jennifer ******, #1675397 and P1279702.  I am pleased to respond.

  We certainly apologize that Ms. ******'s Perfect Sleep Chair arrived in less than perfect condition.  This is certainly atypical of the norm.  I have spoken with Ms. ****** and she should receive a call this week to arrange for the pick up of the chair.  She will contact me when the chair has been retrieved from her home and we will then arrange the refund for her.

  We certainly appreciate her business and if we can assist further, Customer Service Agents are available her at Journey Health and Lifestyle from 9:00 am-8:00 pm, ET, Monday through Friday.  The number to call is 800-958-8324.

  With Kind Regards,

  Jo ******

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  paid over ******* for a chair that had a life time warranty. Material disintegrated,split and evaporated. Called company and said to bad, material was not good, should have gotten leatlher. They said nothing could be done and they could recommend any solution. no repair service not help at all.

  Business response

  12/29/2021

  Hello, I thank you for your inquiry on behalf of John Allen, #******** and ********.  I am pleased to respond.

  Mr. ***** purchased his Perfect Sleep Chair in December, 2014.  The chair arrived with a one-year full service warranty, although the fabric covering was not warrantied.  Many things can impact the covering on a chair, among them exposure to direct sunlight,  moisturizers and lotions and even prescription medications. Because is seems that Mr. ******* chair is still functioning well, he may wish to consider having the chair recovered.  We are happy to provide him with contact information for upholsterers who might be able to assist him.  

  We certainly are pleased to understand that he has enjoyed his chair.  If we can assist further to provide information on upholsterers that may be able to assist further, Journey Health and Lifestyle Customer Service is available at ************ from 9:00 am -6:00 pm, ET, Monday through Friday.

  Regards,

  Jo H*****

• Initial Complaint

  12/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In early November, my mother purchased the Perfect Walker. The ad in the newspaper where she saw this had no price so she called to get the information and it was more than she could afford. The woman on the phone offered to provide a discount and my mother accepted. The order number ********** for ******* ******** was placed and shipped to my mother. When it arrived, we found that she had been charged the full price of $*** plus tax and shipping. She tried to contact them via phone but kept getting disconnected. I emailed them on November 26th on her behalf and requested the discount. The Walker was advertised on Black Friday special for $*** off, which was in line with the discount my mother had been promised. I requested they credit her but discount plus the tax on that amount. I received no reply and followed up again on December 4th. At that time, they responded and told me that the Walker actually sold for more than $*** and that was the discounted price. The MSRP on the manufacturer's website is $***. And that was the price quoted to my mother before a discount. The representative offered to credit my mother $**. I responded the same day and again requested the full credit for the discount my mother had been promised, plus the tax on that amount. I received no response and followed up again on December 13th and December 15th and again today. I would appreciate assistance in getting my mother the full credit for the discount she was promised plus the tax on that amount she should not have paid. I would also like others to be aware that they may not receive promised discounts and that the company may claim the actual price is higher than the MSRP. Leaving pricing out of their ads seems as though they are taking advantage of senior citizens who cannot do price research online. If additional information is needed, please let me know. I appreciate any assistance you can provide. Regards, Mary

  Business response

  12/28/2021

  Thank you for your inquiry on behalf  ******* ********, #******** and ********.  I am pleased to respond.  I have spoken with Ms. ********' daughter and advised that when the order for the Perfect Walker was placed on 11/2/21, Journey Health and Lifestyle was not having a Black Friday sale; the discount offered for Black Friday had not yet occurred.  However, in the interest of good customer service, I took the liberty of issuing a credit of $***** to the Visa on file.  

  I we can assist further, please feel free to reach out to Journey Health and Lifestyle Customer Service at 800-958-8324.  Agents are available from 9:00 am- 6:00 pm, ET, Monday through Friday.

  With Kind Regards,

  Jo H*****

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a chair from this company in early October with the expectation that it would be delivered in 6 to 8 weeks and that I would have it well before Christmas as it is a present for my mother. I have called the customer care number several time requesting a status update. They told me it is with the delivery company and that I should contact them. I have called and texted the delivery company multiple times, they do not return phone calls. I've told the customer care team this and they just keep saying they will email the manager and someone will get back to me later in the day to which they never do. I feel like this company has stolen $**** from me. I paid for this product in good faith and they did not deliver. I would like my money refunded. What a terrible company, this product is clearly intended for ailing or aging people and they are stealing from people. I'm embarrassed that they are located in my home town. If it is not delivered before 12/25 I want a full refund

  Business response

  12/28/2021

  Thank you for your inquiry regarding Margaret *****, #******** and ********.  I am pleased to respond.  Please accept our sincere apologies regarding any confusion created by the logistics company regarding the delivery of the chair.  I have confirmed that the delivery agents reached out to Ms. ***** to arrange delivery of the chair and, at her request, will reach out later in the week to solidify the date and time window for delivery.  

  I am confident that there was some confusion between the logistics company that we use for deliveries and the local company they contract with to actually perform the white glove delivery.

  We certainly apologize for any frustration and appreciate Ms. *****'s business.  If we can assist further, please contact Journey Health and Lifestyle Customer Service at ************.  Agents are available from9:00 am-6:00 pm, ET, M-F.

  With Kind REgards,

  Jo H*****

  Customer response

  01/02/2022

  I am reserving acceptance of this offer until the delivery is actually confirmed and the chair is delivered.  Both delivery companies have told me they would call to confirm delivery multiple times and have failed to do so.  Until the chair is delivered I can't accept this response. 

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 20, 2021 BBB Servicing Central Virginia 100 Eastshore Dr., Suite 100 Glen Allen, VA 32059 (804)648-0016 RE: New Complaint To Whom It May Concern: I received my new leather "Sleep Chair" from First Street. I had to call for service and the service company said the chair has a bent frame. They ordered a new frame in the box and was supposed to replace the frame when it arrived. I have called numerous times and so far no one will call back from First Street or the service company to replace the frame or replace the chair if it can not be fixed. I requested a new chair from First Street and they can send a call tag to pick up my new chair with the bent frame and the new frame in the box they sent me for the repair service company. This must be done asap or they will come up with excuses my chair is too old to replace. The service company should call to schedule the repair or First Street should schedule the replacement and pick up of defective chair with bent frame. Thus far, I haven't received a phone call. Thank you in advance for your assistance in this matter. Sincerely, ****** ****** 

  Business response

  12/28/2021

  Thank you for your inquiry on behalf of ****** ******, #******** and ********. I am happy to respond.   Mr. ***** contacted us on 12/15/21 and advised that a servicer had visited his home and indicated that his chair required a new frame. I have reached out to the service area and requested that they arrange for the servicer to visit Mr. ******' home and install the new frame.  Due to the holidays, I would expect for service to be performed within the next few weeks.  I am very sorry for the issues that Mr. ****** is encountering with the repair of his chair, but I am confident that service will be performed soon.  

  If we can assist further, please contact Journey Health and Lifestyle Customer Service at 800-958-8324.  Agents are available from 9:00 am-6:00 pm, ET, M-F.  

  Best Regards,

  Jo H*****

  Customer response

  01/03/2022

  Thank you for your quick response.  This problem has been going on for months with Journey Health & Lifestyle, formerly First Street.  I have previously called (800)958-8324, the service/repair Co, and spoke to Irvin, Loraine, Brittany, Sadia, and Tamale and everyone was very nice.  They told me within a couple of days I would be getting a phone call, that never happened.  After losing my patients I found it necessary to contact the Better Business Bureau.
  Your response says you would expect Service / Repairs within the next few weeks.  I will be patient and would appreciate if someone could call me within the next couple weeks to confirm that the Service / Repair Company ever called me to set up date & time to schedule my service call to repair my chair, as promised.
  
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 25, 2021at 4:54 pm I completed a transaction with First Street for their Reclining Chair which was supposed to provide heat and massage to your entire back. With a $****** discount for being an **** member, I paid a nonrefundable fee of $******** with a promise of Lifetime Warranty on lift, recline and steel frame and a 2 years warranty on the remote, massage and heating. Because the chair was custom-made, they said it would take 10-12 weeks to deliver it. There was no payment plan accepted; so, I borrowed on my mortgage account to buy the chair because I have medical conditions that warrant the service it was supposed to provide. I cannot take any vaccine and have a medical exemption; therefore, I was grateful to be able to use it therapeutically in the comfort of my home. Knowing that it was an engaging investment I asked specific questions about what the chair is able to perform in terms of massages. Heather, claimed it was comparable to the chairs at the malls that you might pay $**** to $**** to activate. As for the heat, she had explained that it would be comfortably warm but never hot enough to burn the skin. On October 5th, 2021 the chair so anxiously awaited, finally arrived. The chair did get lukewarm and did shake noisily right after the deliverymen left. I called and requested service. On November 18, 2021 Leonardo came, opened up the chair, unhooked and hooked back all the cords to render the same noisy vibration. He then said the chair is working perfectly. I called customer service. Lakeisha declared that it is not actually a massage but a vibration to shake the chair. I told her about my conversation with Heather, she just claimed she didn't know what else to tell me. This is fraud! False advertisement is illegal. I suspected something when the delivery guys acknowledged that I was not their "usual candidates!" FirstStreet/ Journey's Health and Lifestyle (their new name) needs to be liable. I want my money back.

  Business response

  11/30/2021

  Thank you for your inquiry regarding ****** **********, #******** and ********.  I am please to respond.  Ms. ********** placed her order for the Perfect Sleep Chair on 7/25/21.  At that time a member of our verification team reviewed the terms of her order with her and advised of the return policy.  The chair was delivered in early October and Ms. ********** contacted us on  10/11/21 advising that the heat and massage were not working correctly.  Service was requested and it is my understanding that when the servicer left her home, the chair was working as it should.

  I had the sales call reviewed and there was no mention of the massage feature working as a massage chair in a mall would work.  The sales agent did advise that the chair does have three different massage settings that could be adjusted to one's liking.  Anecdotally, Ms. ********** advised that she would have no need to use massage because her hematologist advised her against massage due to a prescription blood thinner that she takes.  She did suggest that others in her home might use the massage feature.  While the heat function in the chair does provide some warmth, it does not get hot.

  We are not able to accept the return of the chair.  If we can assist further, Journey Health and Lifestyle customer service agents are available from 9:00 am- 6:00 pm, ET, M-F.

  Regards,

  Jo H*****

  Customer response

  12/03/2021

  I placed the order for me, my son and my husband. I cannot use the massage features as explained but the other folks here were looking forward to that feature. No way did they explained that the chair "shakes noisily" in lieu of a massage. A vibrating sound as they put it is not a massage. I acknowledge that I had agreed there was no return. They should be transparent and say that the chair shakes Not a Massage feature. They purposely lie, not embellish to get a sale. Since they had acknowledged I am not their usual client I now read loud and clear that they are stealing from the elderlies who will not know the difference. 
  Regards,
  
  ****** **********
  
  
  
  
  

• Initial Complaint

  11/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Approximately Sept. 29th my dad ordered The Perfect Sleep Chair for my mom. He spoke to one of their operators and was asked her height (5'3") and weight (108 lbs) because the chair would be "custom" made for her. The chair arrived on Oct. 14th and was assembled at their home. My mom sat in the chair one time and it was so big and uncomfortable that she hasn't used it again. My dad who is 5'9" also sat in the chair and he is not comfortable in it either. The chair is so large that my 6'4" brother is the only one that can even sit in it and even he is not comfortable in it. I emailed the company over two weeks ago with no response. My dad did speak with someone at the company on Nov. 1st and told them he wanted them to take it back. They told him that he should try to sell it on **** or donate it. That is absolutely unacceptable. My parents paid $***** for this chair that is useless to them because it was never "custom" made for my mom. They claim that they cannot take the chair back because it is considered bedding, which is ridiculous because mattresses can be trialed for up to 100 days and still be returned. The company also said over a week ago that they would send someone to look at the chair. No one has contacted them and if they will send someone to look at it, they can send someone to take back the chair that was obviously not custom made for my mom. We want them to take the chair back and refund the money! All of this feels like a scam to not have to refund hard working people their money.

  Business response

  01/13/2022

  Thank you for your inquiry from **** ***** #********.  Please accept my sincere apologies in my delay in response.  I believe that her concerns were relevant to an order placed by Ira Shaffer, T1969557.

  In the interest of good customer relations and because, even after extensive investigation, I am unable to substantiate the details surrounding Mr. ********* purchase, I have taken the liberty of refunding his Mastercard in full for the purchase of the Perfect Sleep Chair.  I would ask that the chair be donated to a bonafide charity.  I have called his daughter, **** *****, and left a voice message to this effect.  

  If we can assist further, please feel free to contact our customer service department at ************.  Agents are available from 9:00 am-6:00 pm, ET, Monday through Friday.

  Regards,

  Jo H*****

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the Perfect Sleep chair from First Street in October 2020 for my disabled family member. We received the chair in December 2020. My family member did not start using the chair until June as she was moving from out of state. After 4 months of usage, the motor burns out. First Street promised repair within two weeks. I reached out Oct. 4 and we still haven’t received ANY communication from First Street regarding repair. In the meantime we had to rent another lift chair because otherwise she would be bed bound. There is no sense of urgency with this company and we are now out of $*** for the chair rental with no end in sight for the repair.

  Business response

  11/03/2021

  Hello, and thank you for your inquiry on behalf of ****** ********, #******** and ********.  Please accept our sincere apologies regarding the delay in service for the Perfect Sleep Chair.  While we make every effort to conduct repairs in a very timely fashion, it does appear that due to unforeseen issues, the repair for this chair was delayed.  My records indicate that the initial request for service came to us on 10/4/21.  We certainly appreciate our customer's need for their chairs and we are eager to have the repair conducted as soon as possible.  

  I understand that the repair parts were delivered to the servicer yesterday.  I have spoken to the service department and advised that service needs to be conducted asap.  I would expect that Mr. ******** will receive a call this week to arrange a date and time for service to be conducted.  It is our hope that Mr. ********' loved one will soon be enjoying her Perfect Sleep Chair again.

  If we can assist further, please contact Customer Service as Journey Health and Lifestyle at **************.  Agents are available from 9:00 am-6:00 pm, ET, M-F.

  With kind regards,

  Jo H***** 

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Zoomer chair wheel is faulty. The solid rubber tire is back ordered over 2 months and I have to pay for the air one I do not want just so I can get around. I depend on this chair and the wheel should be replaced no charge as faulty. They should have these items in stock. This is an expensive peace of equipment. They should not nickel and dime me for *** tire. Should be free.

  Business response

  10/25/2021

  Thank you for your inquiry regarding ******* *******, #******** and ********. I am pleased to respond. 

  We cert1ainly apologize for the inconvenience and frustration Mr. ******* has experienced regarding a replacement tire for his Zoomer; we have experienced some long delays in receiving the Zoomer tires from our factory due to a myriad of logistics issues.  Fortunately, we received the tire set last week and it was shipped to Mr. ******* via UPS tracking number ****************** at that time.  UPS Tracking indicates that it was delivered on 10/22/21 and left at the front door.

  We certainly appreciate Mr. *******'s busy and are hopeful that he will soon be Zooming around soon.

  If we can assist further, Journey Health and Lifestyle Customer Service Agents are available from 9:00 am-6:00 pm, ET, Monday through Friday at ************* 

  With Kind Regards,

  Jo H*****

*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. ↩