ComplaintsforJourney Health & Lifestyle

• 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 ************.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On December 12, 2023 I ordered a replacement floor lamp for my 91 year old mom. I actually obtained ordering information from the base of the previous lamp which no longer would stand up. It sent me to www.firststreetonline.com which takes you to a website shop journey, I received an e-mail thanking me for my order. I was instructed to download an app called Shop to track. I did this but could never find any status other than it was ordered.Since that time I have attempted to call them at ************** listed on the invoice and to e-mail them at ********************************* for questions re: my order, I was told there was a 71 minute wait on the phone and I should leave a call back number. No call was ever received from them. No response to my e-mail either. All I want is to receive the ordered item.

  Business response

  01/29/2024

  Thank you for contacting Journey Health & Lifestyle in reference to your order, the Balanced Spectrum LED Floor Lamp and the delayed delivery. In reviewing your account, ********, I show that you spoke with and emailed a member of our leadership team, *****. On 1/19/2024, she was informed that the floor lamp was delivered and in good working condition. I truly apologize for the wait time to speak with one of our CS Agents, however, we are experiencing a higher-than-normal call volume. We are actively hiring to accommodate the calls. 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

  01/31/2024

  I received the item subsequent to contacting the bbb. Despite several  attempts to communicate with the company with no response the item was delivered. I would not order from them in the future as there was no communication from the time item was ordered even through delivery. I waited more than 5 wks for the item. **********************************************.

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

  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company gave me an old part for a new machine

  Business response

  01/29/2024

  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 was a delay in following up with the final tech report results. In reviewing your account, ********, I show that you spoke to a member of our leadership team, *****, on 1/22/2024 and 1/29/2024. ***** verified that the parts were ordered, and once you receive them,the service tech will be scheduled for an in-home repair visit. 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

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 7, 2023 , after seen an advertisement in AARP, I ordered an electric chair called Journey Zoomer (oder# P1335166) to be delivered to *********** and payed $3095.55.On December 2023 I started to have problems with the chair and called customer service. I talked to a person named ***** , who after some questions determined that there was problem with the battery. He said that they were going to send a new battery because it was covered by the guaranty but it could not be sent directly to me in *********** but thru someone in the States. I told him that my daugther lived in ******** and he said it would be sent to her so she could forward it to me. When I received the battery and tried it the chair did not work so I tried calling customer service again but this time I had a very hard time conecting to them. Finally after a week I was finally able to tallk to ***** again. This time ***** determined that maybe there was something wrong with the motor and that their representative in *********** should take a look at it. I asked for the address and to my surprise he said that the name of the place was La Tienda Medica and the address was about three blocks from my house. He gave me a telephone number *************) and I called the place. The owner ************************** answered, and said he has never heard of the company and did not have anything to do with it. That is when I became really concerned about this and decided to contact you. I want an investigation on what is going on and get some answers about customer services. I want my chair repaired or replaced immediately and the customer service department of this company be investigated and their practices questioned. I will be waiting to hear from you.

  Business response

  02/02/2024

  Thank you for contacting Journey Health & Lifestyle regarding your recent phone inquiry in reference to the challenges you are having with the Zoomer, we truly want the product operational for you.  I apologize for the misinformation, and we are very sorry about the inconvenience. In reviewing your order, P1335166, I show that our troubleshooting technician spoke with you on 1/30/2024.  You both agreed that once the Zoomer is examined by a local shop you will contact us for the part that is needed to fix the problem. When you are ready please call our CS team, we will quickly ship the part out to you. We appreciated your patience while we reviewed your case in more detail. If you have any further questions, please contact our **************** Team at ************.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This was a purchase made by my mother who lives in an assisted living facility. Around the 2nd of December of 2023 my mother ordered the Zoomer wheelchair. On the 4th of December the chair was shipped and was delivered on the 15th to her assistant living facility where I instructed them to refuse the package so it would be sent back. It arrived at the company's facility on the 15th of December 2023. On December 17th I called to inquire about the refund I was told that they would put in a request for the refund, and it would take 7 to 10 days. I waited and called back three more times only to get the same response, "we will put in a request for a refund". Here I am a little over a month later they have had their product, and I am still trying to get my mom's refund. They gave me an excuse about a computer conversion being done but at this point they should have cut a check and sent the refund to my mother. Its time to refund $2834.43 back to my elderly mother. I feel like you people are taking advantage of the elderly. The order number P1367214

  Business response

  01/22/2024

  Thank you for contacting Journey Health & Lifestyle about your Zoomer return and the delayed refund. In reviewing your account, the refund check was processed on 1/22/2024 for the full amount of the purchase price.  The physical check was mailed, and the *** Tracking Number is 1Z23X6263590610341; it is estimated to arrive on Wednesday,1/24/2024. We truly apologize for the delay 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

  01/22/2024

  [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,
  
  *****************************
  
  
  
  

*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. ↩