ComplaintsforJourney Health & Lifestyle

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been looking for an AC/DC Adapter for Journey Perfect Sleep Chair Model #GS04801200300VU. Output 12V=3A. Have tried calling firstSTREET for Boomers & Beyond, Inc.as well as Journey's Website. No one answers the phone! In addition, tried Amazon, and other retailers and there is NO match. Spent money on this product and find the company has many complaints. Is it possible you could find me the AC/DC Adapter from Journey or parent company? The wiring is damaged from a 5-year puppy mill dog I just adopted from the **** therefore, this chair cannot be used until part is replaced. Please advise. Thank you.

  Business response

  03/11/2024

  Thank you for contacting Journey Health & Lifestyle in reference to the part replacement for the Perfect Sleep Chair. As discussed on the phone, I contacted our manufacturing team about your issue and in the owners manual, the part you need is referred to as the transformer, which could be for either the chair or the heat/massage functions. Our team ordered both and they are estimated to ship out to you by the end of this week.  I ask that you save all paperwork on this part for future reference.  We appreciated your patience while we reviewed your case in more detail. If you have any further questions, please contact our **************** Team at ************.

  Customer response

  03/11/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states she contacted the business and explained all of her health issues. The sales rep assured her that the chair would help with all of her health issues. She received the chair within 2 weeks and was unhappy with it. She was told the chair is non-refundable because they customize it to each persons height. The consumer feels she was lied to so she feels she should be able to receive a refund.

  Business response

  03/15/2024

  Thank you for choosing Journey Health & Lifestyle for the purchase of your Perfect Sleep Chair. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that the purchase didnt meet your expectations. In reviewing your account, ********, I show that you spoke with our CS Supervisor, *****, on 3/12/2024. At that time,you both discussed (1) the benefits of *******, (2) additional comfort techniques, (3) the original conversation between you and the sales agent, and (4)our no return policy.  On the call with *****, you acknowledged and agreed to keep ******* and no refund would be provided.  We appreciate your time and value your business, if you have any further questions, please contact our **************** Team at ************.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased the Journey Perfect sleep chair late October 2024 and waited for delivery I think November 2024. Reported it failed (leg rest would not go down and then the seat does not rise and lower either)on 2-17-24 and was told a technician would contact me. On 2-27-24 I called again wanting to know when a technician would be contacting me and was told the warranty does not cover the cost of the technician but only the replacement parts. I am yet to hear anything. I have to help my husband up out of this chair each time he sits in it. When it failed it sounded as if a bowling ball fell out of the bottom of the chair. Then we had to figure out how to get him out of the chair with it in the recline position. Due to poor customer service I would like for them to pick up the chair and refund my money.

  Business response

  03/11/2024

  Thank you for choosing Journey Health & Lifestyle for the purchase of your Perfect Sleep Chair. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that you experienced some challenges with your chair, and that there is a delay from our service tech team in setting up the initial visit. In reviewing your account, ********** show that you spoke to our CS Comfort Specialist, *******, on 3/7/2024 with an update. Under the warranty, the parts and service visits are covered with no out of pocket expense to you. The service team was to reach out to you late last week with the next steps, however, if you need to connect with them directly,please call WSR at ************. Again, we apologize for the delayed response and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order the Journey Ultimate Sleep Chair on October 31, 2022 based on a recommendation from my doctor for a lift chair with leg rest. The chair was delivered on December 2022. with a total cost of $2815.00 including tax and delivery fee. The primary reason for the order was to elevate my legs and to help lift me to a standing position. The chair helped me to stand but would not lift my legs up to relieve the pain. After about 6 months I contacted Journey because of the problem! The customer service representative said it was a design problem, I explained the chair was advertised to be a sleep chair. Therefore it should lift my legs up, she said oh we have many styles of chairs. I was very upset but was told nothing could be done to help me. I had total knee replacement surgery on August 18, 2023 and called again since I really need the chair to lift my leg to above my heart due to swelling and pain. This time I got a customer service representative named ****** who finally listen to the problem again. She ask for pictures of my chair at the leg lift position. I sent the pictures and someone arranged for a technician to come out on December 15,2023 to check and repair my chair. He could not repair the chair and told me he would have to order parts sent to my home to do the repairs. If he was unable to fix it he would recommend the company replace the chair. When parts had not arrived after four weeks in January 2024 I started calling again . Within a week the parts arrived January 23, 2024, I notified customer service the parts had arrived. Thinking someone would contact me to come out and repair the chair, wrong! I again sent an email and phone customer service. I still have a very large heavy box of parts that has been sitting in my house for a month. This is not something I should have to except from this company!

  Business response

  03/11/2024

  Thank you for choosing Journey Health & Lifestyle for the purchase of your Perfect Sleep Chair. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that you experienced some challenges with the leg rest, and that there is a delay from our service tech team in setting up the repair visit. In reviewing your account, ********, I show that you spoke to our CS Supervisor, *****, on 3/6/2024 with an update. The service tech informed us that a repair visit has been scheduled for 4/5/2024 and ***** will follow up with you once completed. Again,we apologize for the delayed response and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our CS Team at ************.

  Customer response

  03/11/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  
  
  
  
  

  Customer response

  03/11/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I do not except because it is just another idle promise to repair the chair!  Until my chair is repaired to my satisfaction and if unable to repair the chair it should be replaced or refund my money.  Just another empty promise!!

  
  Regards,
  
  *******************
  
  
  
  

  
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The Sleeper (lift) Chair we ordered was supposed to be Tan in color. The chair we received is Chestnut. (See the attached copy of the Journey Health & Lifestyle pamphlet and photo). The front and back covers of the pamphlet show chairs in a tan color. The color selections inside includes tan. We received the chair February 23, 2024 (today) and called the number on the pamphlet and talked to a man who spent about 20 minutes trying to convince me that "tan" is really "chocolate."The attached photo of the delivered chair shows that it is obviously not "Tan." The problem is that the chair is the "elephant" in the room; it does not match anything, and my handicapped wife is not happy. The man also explained that because the chair had been delivered and unboxed and assembled by the one person who delivered it, we could not return it due to health issues. The man's arguments were not believable. Although we paid over $2,900 for the chair, we did not receive a receipt. I called our credit union to verify the purchase and they had approved it.

  Business response

  03/02/2024

  Thank you for choosing Journey Health & Lifestyle for the purchase of your Perfect Sleep Chair. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that you are not happy with the color of your purchase. In reviewing your order, C0020930,I show that you called on 2/23/2024 requesting color swatch samples, after the arrival of your chair.  In speaking with you on 2/26/2024 and reviewing the sales calls, we have determined that the chair you ordered is the chair you received, serial # **************.   *********** is willing to work through this issue until we come up with a favorable solution. We appreciate your time and value your business. If you have any further questions, please contact our **************** Team at ************.

  Customer response

  03/02/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like to clarify the confusion about color. We requested the swatches after the chair was delivered to try to discern why the color was different than expected. It is clear now that the chair was ordered for us by the salesperson after the color Tan was apparently changed by the manufacturer. So, we were looking at an out-of-date brochure showing tan as a lighter color as shown in the *** file I sent with my previous letter, and the salesperson was looking at the new tan which we now see in the Swatches we received. I have seen an advertisement in the new ************************ that shows the new tan color.
  We no longer want a replacement for the chair. We are trying to find someone to whom we can donate it. I look forward to working through the issue with the company to come up with a favorable solution.
  
  Regards,

  ***********************
  
  
  
  

  
  

  Business response

  03/11/2024

  Thank you for following up in reference to the Perfect Sleep Chair. In reviewing the information on the account, you spoke with the Director of CS on 3/7/2024, and at that time, you informed her that you were following up with a couple charitable companies to verify if they were interested and if needed, she could assist with the search. Please keep Journey Health &Lifestyle updated and let us know if we can assist further.  We consider this issue resolved until the chair has been donated. If you have any further questions, please contact our **************** Team at ************.

  Customer response

  03/11/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. We have determined that ******* Vet do not take recliners. We plan to contact the local Knights of Columbus to see if they are interested. Meanwhile, two of St. ******* staff are looking into the possible needs of the community. If the company has any suggestions, please pass them on to us. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order placed 1/3/24 promised del 5-7 working days still has not arrived many phone calls have been made to no avail Order # p1370404

  Business response

  02/14/2024

  Thank you for contacting Journey Health &Lifestyle about the delay in the delivery of your product, the So Lite S1 Scooter-Red. In reviewing your order, P1370404, we show that during our system conversion, the order was stuck which prevented it from moving to shipped. On 2/12/****,a member of our leadership team created a new shipping label. The *** tracking is 1Z9950850292448469, which shows the estimated delivery of February 15, **** by 7pm. We are truly sorry for this inconvenience and apologize for the delay. If you have any further questions, please contact our CS Team at ************

  Customer response

  02/14/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************************
  
  
  
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The chair was ordered in the middle of Nov. '23... with expected delivery before Christmas '23... since then not one customer service person has been able to tell me anything, they keep saying they'll call me back and never do...one representative didn't even know which trucking firm supposedly even had it out for delivery...I'm through with them and will not accept the chair even if it ever shows up...I would just like a prompt refund so I can get a chair out here, closer to home.... I actually talked with the original salesman the other day and was beside himself with how everything's been handled by his company, he was "appalled" he said and then told me he'd call back the next morning, that was 6 days ago..............

  Business response

  01/31/2024

  Thank you for contacting Journey Health & Lifestyle regarding your recent order of the Perfect Sleep Chair and the delay in shipment. In reviewing your order, P1364805, I show that this item was cancelled on 1/2/2024 and a refund request was placed.   We apologize for the delay in processing the refund to your credit card, however, because of our new billing system conversion we had to mail a physical refund check. Check #****** in the amount of $2991.37 was mailed on 1/25/2024 to the billing address on file.  We appreciated your patience while we reviewed your case in more detail. If you have any further questions, please contact our **************** Team at ************.

  Customer response

  02/03/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  AD in ****** ** Newstar ****** " because each PERFECT SLEEP CHAIR" is a made-to- order beddib oriduct it cannot be returned, butif it arrives danaged ir defective, at our ption we will repair it or replace it." Is this not an FTC violoation for not offering refunds. The BBB Complaints and Reviews are testimonies that the company is using the "bedding clause" to avoid a refund policy !

  Business response

  02/14/2024

  Thank you for contacting Journey Health & Lifestyle regarding our Perfect Sleep Chair (PSC) and our return policy. To answer your question, it is not an FTC violation by not offering a refund for this product. The no refund policy is clearly stated online and in our advertisements. I appreciate the inquiry about our PSC, if you would like to discuss further, please contact me directly, ***** x8212, at ************. JHL is always willing to hear suggestions on improvements to our online policies and ********* ads. We appreciate your time.

  Customer response

  02/14/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Thank you for your phone messages. I returned your calls on two occasions and experienced a series of recordings that would not allow me access to a live person or to leave a message.
  
  I RESPECTFULLY DO NOT AGREE that the no refund policy is "clearly stated" in your online and print ads. I do not find the words "NO REFUND POLICY" or "NO REFUNDS" in your ads as stated in your response that "The no refund policy is clearly stated online and in our advertisements ".

  I am requesting that the THE ***** "NO REFUNDS" be included in the ads in close proximity to the line that is copyrighted "Because each Perfect Sleep Chair is a made-to-order bedding product...at our option..." on page 31 of the December 2023/January **** AARP-************ and page 5B of THE NEWS-STAR Tuesday January 23, ****. and in the online refund policy which I found at  *****************************************************************************;

  Thank you for working on this matter to make PSC-Perfect Sleep Chair adverstising fully transparent for consumers.

  I am most appreciative of your consideraton of this request and the time and effort to respond!

  
  
  Regards,
  
  ** *** Deal
  
  
  
  

  
  

  Business response

  02/16/2024

  Thank you for the response and the suggestion to make our advertisements move from reading cannot be returned to No refund policy or No refunds. I will send this to our Senior Leadership and Marketing/Advertisement team for further review. If you have any additional comments or concerns, please contact our CS Team at ************, who can transfer you to ***** at x8212.

  Customer response

  02/20/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ** *** Deal
  
  
  
  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The power cord for the chair went bad after 3 months havnt been able to charge leaving me homebound I made several calls to the company speaking to a ************* a **************************** ******** n no satisfaction I paid $ ********

  Business response

  02/05/2024

  Thank you for choosing Journey Health & Lifestyle for the purchase of your Journey Air Elite. Our goal is to provide the best,high-quality products to our customers, so we are very sorry to hear that you are having challenges with charging the unit.  In reviewing your account, ********, I show that you spoke with our CS Tech, *****, on 1/26/2024 and 1/30/2024. Both times,you were unable to troubleshoot because you were not with the product.  You both agreed to connect on Monday,2/5/2024, to troubleshoot and if we cant get the unit working over the phone,we will send out a replacement battery or charger. We appreciate your time and value your business. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered over $700 worth of parts for my ************.. supposedly shipped 12/26. . I got a phone call on 1/16 from journey saying my order was either list in their warehouse or at **** and that journey would be shipping a replacement order and they would notify me when to expect my order As of today, no order received. No notice of when I can expect delivery.I think this company is fraudulent, deliberately ripping off seniors.

  Business response

  01/29/2024

  Thank you for contacting Journey Health & Lifestyle about the delay in the delivery of your part order. In reviewing your order, C0007955, we show that the original shipment was lost. On 1/15/2024, a member of our leadership team sent a new shipment. The *** tracking, 1Z9950850392943430, shows it was delivered on 1/23/2024 at 10:31 a.m.  *****, our CS Leader, called on 1/25/2024 and she was informed that the package was delivered but not yet opened. Again, we apologize for the delayed response and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our CS Team at ************.

*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. ↩